We are a long-established SAAS company in the fintech industry. We've always had high email traffic in our CSM team. This can range from straightforward correspondence to more complex queries. Whilst we can upload and reply to emails into our CRM, this relies on our CSM remembering to do it. Also, it's creating a culture of working from our inboxes.
I'm considering moving our customers away from email and moving into our case management system as we do our support tickets. Has anyone had any experience with this topic? I'd loved to hear back from you.