[rt-users] RT and CRM functions/integration

[Petr Hanousek]

Hello,
this is the question that crossed also my mind few days ago. We are the 
company using RT and now we want to start using some CRM system. Well, 
not the whole one, but some sort of it, let's say addressbook on steroids.

I've tried to google it and among many crap I've found this thread and 
some other messages from some consulting companies that "it works 
somehow" and thy provide the solution.

So I wonder how is this possible. Because as far as I know about RT, 
it's rather the solution for solving problems and not tracking 
customers. On top of that, the system of dealing with users is based on 
email addresses which continuously changes. This is the opposite of CRM 
system, because there is the customer on the first place so his contact 
is unique and not dividet into several mail addresses.

I've found some workaround here 
http://www.gossamer-threads.com/lists/rt/users/48819 but didn't try it 
yet, because I am not confident this is the right way to go.

So do you someone have some experience with integrating CRM system and RT?

Best regards, Petr Hanousek

On 1.3.2012 11:49, Dan Shearer wrote:
> What do service companies based around RT do when they formalise their
> sales processes? I've only ever seen CRM done completely independently,
> but now I'm wondering if there's a better way. RT is the opposite of a
> CRM (the scale of the numbers and the direction of the communication are
> inverses) but often an IT service company wants to keep sales close to
> fulfillment, and fulfillment always happens through RT.
>
> At one level, RT can do very transactional, short-cycle sales just like
> any question-response cycle. At the other extreme, RT can't possibly map
> onto a contacts-driven sales system. But I'm wondering if there might be
> some ground in the middle, where the true CRM stuff is handled elsewhere
> but RT is aware of the workflow.
>
> So, who does CRM integration with RT?  :-)
>
> Regards,
>
> --
> Dan Shearer
> dan at shearer.org
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012

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