We are a small service business, ~10 employees. We’ve been using Work Management for a couple of years for internal project/task management. We’ve been using Zendesk Sales and Support for all things external. We’re planning/trying to switch to Monday CRM and Service.
We currently use “sales@ companyname.com” for sales-related inquiries and discussions. We use “support@ companyname.com” for customer issues, invoice questions, payables, bank statements, basically everything else that isn’t sales-related. And then each employee has their “name@ companyname.com”. We try not to use these for anything other than internal-type stuff.
This works ok mostly, but sometimes customers still keep emailing sales@ for issues after they’ve started service, AND/OR they’ll email support@ for new sales-type things (like a new location to be added for service).
My question:
Should we keep two emails like this, support@ in Service and sales@ in CRM, and then just manually move items when they email the wrong address? Or would you structure it differently?
The other big need is, we need ONE customer board to see ALL conversations if needed. For example, if “johndoe@ email.com” starts as a lead and deal, gets going with service, then emails “service@ companyname.com”…right now, I’d have to go between Monday Service and CRM systems to see the two. How would you/where would you put a board somewhere that would collect ALL emails from “johndoe@ email.com” for historical purposes?
I’m open to any and all suggestions. This has been an ongoing issue for us, even with Zendesk. Part of me thinks to ONLY use ONE email ever, but then how to “move” things to CRM or Service?!?
Thank you!