RT and CRM functions/integration

RT Users
#1

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? :slight_smile:

Regards,

Dan Shearer
dan@shearer.org

#2

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
Carbon60: Cloud Consulting - Services and Solutions 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 HanousekOn 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? :slight_smile:

Regards,

–
Dan Shearer
dan@shearer.org

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5& 6, 2012
Petr Hanousek                   e-mail: petr.hanousek@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
#3

I’d also second that, but haven’t heard of someone who succeeded yet.
Best

View this message in context: http://old.nabble.com/RT-and-CRM-functions-integration-tp33420185p33708586.html

#4

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.

KennOn Fri, Apr 13, 2012 at 12:06 AM, Petr Hanousek phanousk@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/48819http://www.gossamer-threads.com/lists/rt/users/48819but 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? :slight_smile:

Regards,

–
Dan Shearer
dan@shearer.org

RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)

  • Boston March 5& 6, 2012

–
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Petr Hanousek e-mail: petr.hanousek@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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