Email-to-Case Advance (E2CA) is a Salesforce-native, Lightning-ready solution that enhances the standard Email-to-Case functionality in Salesforce Service Cloud. It addresses limitations of the standard feature by offering greater customizability, flexibility, and efficiency in managing customer support cases created from emails.

Key Features

Enhanced Case Management E2CA provides advanced tools for streamlined case handling and improved customer support workflows.

• Clean case comment creation from emails, removing unnecessary threading
• Addition of watchers on case and account levels for forwarding updates
• Extended case comments for outbound and inbound emails beyond the 4K bytes limit

Improved Communication The solution offers features to enhance communication between support teams and customers.

• Management of recipients using blacklist and exclude list emails and domains
• Notification of different teams by including case and account team members in the communication loop
• Personalized case comment page with attachments and canned comments

Automation and Efficiency E2CA incorporates automation features to increase support team efficiency.

• Prevention of email looping when using an autoresponder
• Automated article suggestion in acknowledgment emails sent to customers
• Customizable settings for handling forwarded cases and non-customer communications

Benefits

Streamlined Case Management E2CA optimizes the case management process, leading to improved efficiency and customer satisfaction.

• 30% improvement in agent case management
• 15% higher case resolution rate
• 15% increase in customer satisfaction and retention

Enhanced Customer Support Experience The solution provides tools to deliver a superior support experience.

• Unified view of customer data for quick information retrieval
• Consistent communication between customers and agents
• Organized customer interactions for efficient issue prioritization and resolution