Unlocking your CRM potential: Custom category mapping

By John Beauchamp, Riva Client Engagement Manager

This blog series is dedicated to sharing the creative ways Riva has helped our customers unlock the full potential of their CRMs using advanced integration.


If you are a regular follower of our social channels, you may be familiar with our recent social campaign around the hashtag #ThinkRiva where we share out different use cases to get folks thinking about Riva for advanced sync requirements and innovative use cases. I thought it was a nice tie-in to my blog this month where I plan to share some additional use cases with you. Unlike our tweets, I’ll use slightly more than 140 characters. Here are three creative ways customers are using Riva to map email categories.

Use case 1: Map a single category to a single field

A user can flag an appointment in their email system with a category then Riva can apply that category to a type field. This way, the users can indicate the type of appointment in CRM from their email system.

For instance, a Financial Services company may track several meeting types; phone, client event, client site tour, client visit, networking, and presentation. Without custom category mapping, a user would have to go into their CRM to manually set the event type. With custom category mapping, the user does not need to go into the CRM and can set the meeting type right from their email system.

Flagging an email with a category will set a field on the item created in CRM and then workflow can be initiated on that.

Use case 2: Map categories to color codes in email system calendar

You can use categories to color code meetings by type in your email system calendar. For instance, if a user would like to see the type of events on their calendar “at-a-glance”, an easy way to do this is to have them color coded. Color options are flexible and can be as few or as many as you would like depending on your workflow.

Use case 3: Map multiple categories to multiple fields

Custom category mapping doesn’t need to be limited to a single category per item. Multiple categories can be mapped, and different sets of categories can be mapped to different fields.

One example that comes to mind is one of our customers in the Financial Services and Life Insurance industry. They have a category that corresponds to an interaction type (client concern, product interest) and additionally on the same item (such as an email or appointment). They also have the product type (asset class: Equity, asset class: Fixed Income, asset class: Real Estate).

I hope you are inspired by these use cases. Let me know if you would like to talk about adding custom category mapping to your Riva solution. Don’t forget to follow the #ThinkRiva conversations on your favorite social channels for more interesting ways to unlock the power of your CRM.