Proprietary Email Tracking Tool for Correct Email Synchronization

Summary

A US-based IT distributor's default email tracking tool for Dynamics CRM failed to reliably track emails from its Exchange Web Service (EWS) address book — some emails were tied to the wrong CRM contacts and the CRM was overloaded with spam and irrelevant messages. INNERLUXES replaced the default tracker with its own email-tracking tool, deployed it, set up accurate contact synchronization, and customized it to keep the CRM clean.

About the Client

The Client is a US-based IT distributor that sells the products of leading IT and telecommunications companies to enterprises, data centers, and IT service providers.

The Challenge

The Client had a problem with its default email tracking tool for Dynamics CRM, which failed to ensure fault-free tracking of emails from the Client's accounts in the Exchange Web Service (EWS) address book. Some emails weren't associated with the right CRM contacts, causing customer communication issues, and the CRM became overloaded with irrelevant emails and spam. To address this, the Client turned to INNERLUXES as a reliable Dynamics CRM service provider.

The Solution

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

To prevent emails from senders not in the Client's EWS address book from appearing in the CRM, INNERLUXES's developers disabled the Create Contacts option in the tool via code. This also ensured that when an email from a new contact arrives, that contact is no longer automatically added to the CRM. This customization significantly decreased the amount of spam and unwanted, irrelevant messages in the Client's CRM mailbox.

The Results

• The Client got a reliable email-tracking tool that efficiently tracks both incoming and outgoing emails from contacts in the EWS address book.
• The tool improved the Client's communication with customers, since no email was lost or associated with the wrong CRM contact anymore.
• The customization also protected the CRM from spam and irrelevant or unwanted emails.

Technologies and Tools

INNERLUXES email-tracking tool, Dynamics CRM API, EWS (Exchange Web Service), .NET, C#.