The infinite possibilities of email archiving with Riva
Simply archiving all e-mails to your CRM system creates an enormous amount of data in CRM. Learn how Riva empowers you with infinite possibilities on what and how to archive emails and/or attachments to your CRM system or external archiving solution.
By nature, CRMs collect of a lot of data during the lifetime of a customer. A CRM implementation is only truly successful if this big data can be accessed with the right tools to enrich the customer journey and provide sales staff with the right information at the right time.
A simple Google search quickly reveals the fact that most CRM implementations suffer from a lack of user adoption. Why? Because human nature is that people do not like to change the way they work. And historically, customer-related information has most often been communicated via email. In other words, people like working in their email and they don’t take kindly to their organizations suggesting otherwise!
Why CRM Integration?
CRM Integration closes the gaps between the CRM and email / collaboration systems. Closing these gaps for many corporations means calendars need to be synchronized between the two systems and contacts from the CRM need to be made available on mobile devices. Bridging the CRM and the email systems also means bringing together the content which resides in each siloed system.
What about plug-ins?
Free Outlook and other email plug-ins provide basic synching options for CRM integration. However, for many organizations, the free email client plug-ins aren’t an option due to the lack of functionality, reliability, control, and maintenance time required. Riva unleashes the power of your CRM system with advanced CRM integration that allows you to determine exactly what information should sync, when the sync occurs, and for which employees.
Read the following articles to learn more about how efficiently and effectively Riva delivers contact and calendar synchronization:
- Effective time management with Riva’s advanced features for calendar synchronization
- Fine-tune which CRM contacts get synchronized with Riva
Intelligent email archiving
For the rest of this article, we focus on the options Riva offers for content synchronization –archiving of information from the email system to your CRM. An intelligent email archiving tool should not archive all emails within the CRM and create gigabytes of data. This is wasteful and most likely will not be effectively used down the road. The trick is to archive according to your company’s needs and workflows and let this data be used effectively by your sales and customer service staff. Riva’s intelligent email archiving begins with which emails gets archived and whether emails are stored as attachments to the CRM or as plain text in the CRM. Following is a list of options for how data is archived with Riva.
A service desk employee has different data archiving needs than a procurement employee or a sales manager. Riva delivers flexibility with such features as “Create New Email” and “Assign To”. Working in your email client you can simply drag & drop an email into the “Create New Email” folder and with the next synchronization between email and CRM, this email gets archived to the respective account/contact.
You can even rename this “Create New Email” folder to better match your internal requirements. Once the email is archived, you receive a confirmation – “Processing Completed“.
When you drag & drop an email into the folder “Assign To” in your client’s “Opportunity” email folder – that email also gets archived to the contact and account AND to the sales opportunity in your CRM system. And of course, your Riva administrator can rename this folder to better reflect your requirements if you use a custom name or object for opportunities. Riva can also archive emails to “tasks and cases” in your CRM. With flexible manual archiving, CRM users save time and can ensure – on a user level – to only archive the important and required content.
Server-side versus email client policies for archiving
Riva delivers unlimited opportunities and control with its server-side data integration and sync policies. Your CRM administrator can determine what user/group or company level information should be synched by Riva. When it comes to archiving, Riva allows you to set rules (e.g., archive by a sender, by a customer, by keyword) and you can create policies whether email attachments should by synched to the CRM system or not. Later on, we will come back to the granular options of attachment archiving.
With Riva you can also automate email archiving, for all inbound and/or outbound emails.
Riva provides always-on, transparent, server-side synchronization. All information synchronized by Riva is available on all desktop email clients, terminals, webmail, and/or mobile devices without the need to install or maintain any plug-ins on the individual user devices.
Now let’s dig deeper into the power of Riva and some granular rules for archiving:
Archiving depending on recipients
Riva allows you to determine very specific filters and rules. Riva can read to/cc/bcc (when sending from email clients) fields of emails. An example of a filter is that you can specify internal emails with internal staff as recipients would not be archived – only those emails that include CRM contact email addresses will be archived to CRM. Or, you can configure Riva to ignore archiving certain email domains such as Gmail or Yahoo email addresses.
Archiving based on subject line
You can set custom filters and (e.g., filter based on keywords) specify particular works in a subject line to identify which emails should be tracked/archived to CRM. Examples include simple single word elements like “beta” or “support ticket” in the subject line.
Archiving based on categories
With Riva, you can create rules that track/archive emails based on categories.
Archiving and new account creation
Let us explain this with an example. A CRM user drags and drops an email from or to firstname.lastname@example.org in the “Create New Email” folder in his email client. As explained above, this email gets archived to the account/contact. But what happens when this account or contact does not exist in the CRM? You can create rules for example:
- If the contact is not yet in the CRM, the email should be archived under the account BMW, or;
- A new contact should be created in the CRM based on the email information, or;
- A new lead should be created in the CRM, or;
- The email should be archived/logged to a “Collector’s Account” – a specific account that a data quality employee will work through and nurture information before saving to the CRM.
Imagine the power of this functionality! Now imagine being able to track/archive all inbound emails with “support” or a “support ticket” in the subject line – and being able to decide whether Riva should automatically create a new support case in CRM for every inbound email received from a web support form that has the words “New Support Inquiry”. And, if you need similar filtering and rules for custom objects and fields, Riva to the rescue!
As stated above, you can determine whether attachments should be archived or not (yes/no). Riva also allows you to specify and create a rule for one-off situations.
You can create a rule that allows PDF files to be archived/tracked, but no executable files (.exe files).
You can set a maximum file size of a particular size (5 MB, for example). Any file attachment above the maximum size is not archived/tracked.
Link to attachment
Attachments can be stored in an external storage and Riva takes care that only a link is saved in the CRM to the attachment in external storage.
Integration of third-party archiving solutions
Fifteen of the largest banks in the world rely on Riva when it comes to CRM integration. These companies have high security and compliance requirements as it relates to archiving. Often archiving solutions already exist, and Riva integrates with these storage systems. Your attachment policies determine how and where attachments get stored. These archiving solutions, coupled with Riva’s flexibility and advanced options create seamless and dynamic links between your CRM and company’s external storage system.
Some of these requirements and how Riva solves some of the issues are outlined in the article Unlocking your CRM potential: CRM and email system third-party document storage support. Not only are large companies using external storage, but more and more smaller companies are doing the same. Smaller businesses do not want or need to store large amounts of data in the CRM, but would rather leverage existing SharePoint environments or cloud storage solutions like Dropbox. Knowing this, Riva can create a link to any external cloud-based or on-premises storage system the CRM is connected to.
Having worked through all the possibilities Riva CRM Integration provides – can you think of any archiving scenario that we do not cover? If yes, please get in touch with us and let us know! The Riva Client Engagement Team is here to help. Contact us.