The Customer needed to replace their Microsoft Dynamics 365 email tracking tool as they encountered problems with the faulty tracking of emails and appointments from Outlook (some of the emails and appointments got lost or were not associated with correct contact). It led to gaps in customer communication, affected its consistency and overall efficiency. Besides, to ensure correct synchronization, users had to sign in both to Outlook and Microsoft Dynamics 365, which added to user inconvenience.

To address the Customer’s challenges, LBCS team replaced the Customer’s Microsoft Dynamics 365 email tracking tool with LBCS email tracking product, EmailScoop. EmailScoop accurately tracks all incoming and outgoing emails in Microsoft Dynamics 365 via any email provider. The tool’s functionality allowed to upload, match and synchronize more than 30,000 emails the Customer had on the server from the pre-CRM period. Another capability valued by the Customer was the automated creation of new CRM contacts from emails. The tool analyzed emails, and if they were not from a CRM contact, a new contact with all its necessary attributes was created automatically. It helped to improve the Customer’s client communication, since no valuable interaction was lost, and all the sales-related communication history was instantly available.

The Customer had a problem with their default email tracking tool for Dynamics CRM which failed to ensure the fault-free tracking of emails from the Customer’s accounts in the Exchange Web Service (EWS) address book. Some emails were not associated with the right CRM contacts, which caused issues with customer communication. Also, the Customer’s CRM got overloaded with irrelevant emails and spam. To address these challenges, the Customer turned to LBCS as a reliable Dynamics CRM service provider.

To address the Customer’s challenge, LBCS replaced the default email tracking tool for Dynamics CRM with its own product - EmailScoop. LBCS team deployed the tool and launched the synchronization of the customer’s contacts in the EWS address book with Dynamics CRM. This enabled the accurate tracking of emails from the Customer’s contacts in their EWS address book and reflecting them in Dynamics CRM.

To prevent the appearance in the CRM of emails from the addressers, which are not in the Customer’s EWS address book, LBCS developers disabled the “Create contacts” option in EmailScoop using code. This also ensured that, once an email from a new contact is received, this contact is no longer automatically added to CRM. Such customization significantly decreased the amount of spam, unwanted and irrelevant messages in the Customer’s CRM mailbox.