Manager Forum

Is it possible to be cc'd on the emails that are sent to our customers? Even if you redact the email addresses that you found?

Interesting idea. You can see through the crm dashboard whom is sent what and when.

I suppose I could be more proactive, but just getting a little warning right in my in-box would be helpful. Like others, I am sometimes caught off guard when customers call saying they got an email...

When I get that call I just pull up there file and see what it says. Usually its like I want to schedule that blank mile maintenance. I just look to see what we have previously recommended to need at this service and go from there.

brianp87 wrote:Interesting idea. You can see through the crm dashboard whom is sent what and when.

Yes and no. When you have recommendations turned on and there are several different recommendations listed for that customer/vehicle, you'd have to know the interval setting (done on their side) and extrapolate the associated recommendation.

nhsc wrote:Is it possible to be cc'd on the emails that are sent to our customers? Even if you redact the email addresses that you found?

This is something I've been pushing for with CRM for a while. I think they know this is desirable. Just how much work is needed to implement is another story.

nhsc wrote:I suppose I could be more proactive, but just getting a little warning right in my in-box would be helpful. Like others, I am sometimes caught off guard when customers call saying they got an email...

I just had this same conversation with my CRM agent last night. It's embarrassing when you have a hard time coming up with exactly what you supposedly sent them.

ricmorin wrote:

nhsc wrote:I suppose I could be more proactive, but just getting a little warning right in my in-box would be helpful. Like others, I am sometimes caught off guard when customers call saying they got an email...

I just had this same conversation with my CRM agent last night. It's embarrassing when you have a hard time coming up with exactly what you supposedly sent them.

I agree with this. That's why I am careful on what I have on my recommendations for the next service so when I get these calls I am prepared.

The ones I hate are the ones that get a email or postcard for an interval right after they were in. Like they were in at 79k and get an 80k reminder. That I do not like.

brianp87 wrote:The ones I hate are the ones that get a email or postcard for an interval right after they were in. Like they were in at 79k and get an 80k reminder. That I do not like.

Report that to your CRM agent and get an answer as to why it happened. They have business rules for how the emails are sent.

I've given up I used to ask about them all the time there was always an excuse that really made no sense to me. Maybe I'm alone there but I have seen it a lot. I also do not like the same person getting calls for reviews over and over again which I have seen and reported. I have one guy whos been called like 9 times in 2 years.

brianp87 wrote:I've given up I used to ask about them all the time there was always an excuse that really made no sense to me. Maybe I'm alone there but I have seen it a lot. I also do not like the same person getting calls for reviews over and over again which I have seen and reported. I have one guy whos been called like 9 times in 2 years.

You can turn those calls off if you want. I don't use that portion of the program.