Etrack1 usually integrates both ways in CRM-systems. That means that employees in the customer service center have access to a number of master data from the CRM-system when processing tickets. Once they have been resolved (say after 3-4 email exchanges), the ticket is returned to the customer file so others in the organization (sales, marketing, etc.) can see what the customer’s request was about, and what action was taken or agreed upon.
etrack1 integrates via web-services and/or via an API the business logic layer in etrack1.
CRM systems that etrack1 integrates easily to:
- Microsoft CRM
- Microsoft Ax