Send or re-direct emails to any object in Salesforce. Automatically create or update any record, including leads, opportunities, cases, tasks or any custom object. Map email data to any field.
Use sophisticated assignment rules to automatically assign leads and cases (or any object) to your best available agent. Route by load, availability, skill, product, language, territory and more.
Our apps are highly scalable and 100% native to Salesforce. Capable of routing millions of tickets per day, Ortoo can deliver a highly sophisticated ticketing solution to your Salesforce-based Enterprise.
USE CASE
SALES LEADS & OPPORTUNITIES
Send or auto-forward sales inquiries to Salesforce (by email or web form) and automatically create Leads or Opportunities in the Lead or Opportunity object. Then auto-assign to the best available sales rep or sales team according to their level of product knowledge, experience, predicted load, territory, time zone or other configurable criteria.
USE CASE
CUSTOMER CASES
Send or auto-forward customer requests to the Cases object in Salesforce. If the contact already exists, E2A logs the request as a new case against that contact/account. If it doesn’t exist, E2A creates a new contact & case. Then auto-assign the Case to the best available agent based on availability, skill, experience, language or other configurable criteria.
USE CASE
HELPDESK SCENARIOS
Automatically create tickets from emails for any helpdesk scenario, such as an IT helpdesk. Auto-forward or CC emails to any object in Salesforce, including custom objects. Use Email-to-anything to create the tickets, then use Q-assign and intelligent assignment rules to route the ticket automatically to the best available person.
EMAIL-TO-ANYTHING
Receive email enquiries directly to Salesforce. Automatically create Leads, Cases, Opportunities or any type of record, object or ticket.
Emails can be matched to an existing Salesforce record. Populate empty fields, or update fields with fresh data.
Advanced email client can send emails from within any Salesforce record/object, including Leads, Cases or any custom object.
Unique thread ID ensures inbound & outbound emails relating to a specific record are stored as conversations against that record.
Import records from any email client including Office 365, Outlook, Exchange, Gmail, Apple Mail, webmail or any mobile email app.
Save and retrieve draft emails within SFDC. Share draft emails with other users. Get draft email’s reviewed by someone else. All within SFDC.
E2A Review on the Salesforce AppExchange
Q-ASSIGN
QA Review on the Salesforce AppExchange
Automatically assign Cases, Leads or other Salesforce objects based upon configurable assignment rules, e.g. skill, experience, location, language or time zone.
Enable load-scoring to ensure Leads & Cases are assigned to those sales reps or agents who get the highest or lowest load score from a set of configurable rules.
Use round-robin assignment to allocate Leads & Cases (or any kind of “ticket” relating to any object) to agents or sales reps according to a strict rotational rules.
For call-centres, allocate leads and cases in real-time while agents are on the phone.
Control how many assignments per user per day, week or month and cap the number of active assignments per individual user or team.
Push Leads, Cases or any type of Salesforce “ticket” out to users automatically, or allow them to pull, or implement a mix of push and pull.