[rt-users] RT and CRM functions/integration

[Kenneth Crocker]

Petr,

You could set up a CF where the values you set up link to something in the
CRM system. You could even set up the CRM values you want and link those to
the values of the first CF and then use those values in an array in a scrip
to give you some results.

Kenn

On Fri, Apr 13, 2012 at 12:06 AM, Petr Hanousek <phanousk at civ.zcu.cz> wrote:

> 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<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<http://bestpractical.com/services/training.html>
>> )
>> * Boston  March 5&  6, 2012
>>
>
> --
> +-----------------------------**------------------------------**--------+
>   Petr Hanousek                   e-mail: petr.hanousek at cesnet.cz
>   MetaCentrum User Support        phone: +420 234 680 241
>   CESNET z.s.p.o.                 mobile: 606 665 139
>   location: Zikova 13a, Praha     room: 32b
>                        Czech Republic
> +-----------------------------**------------------------------**--------+
>
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