Provide managers visibility into Contact email history
As a manager, I want to be able to review every activity my salesperson has had with a Contact. I can review the communication with wins and losses to try and general trends. I can review the skill level of salespeople to determine what types of training would make them more effective. If an employee is losing deals because he or she isn't treating the Customer with respect (you may know what I mean), I can catch and address the behavior. More importantly, the fact that I can see the emails encourages employees to follow company policies even if I never look.
Unfortunately, the current visibility prevents me from seeing emails imported by my employees.
When I contacted support to ask if I was missing something, privacy was mentioned. I do not believe this is a valid argument against this feature. If an employee is using a company email to communicate with a company contact, every email is of potential concern to the company. I can go into Exchange or Google Apps and audit their emails. It's not a question of authority or propriety... just convenience. In the CRM... in the flow of my salesperson's engagement... this is the right place to review emails in context. Since they're already available in BaseCRM, either the default should be changed or an Admin option should be added.
Seriously... what is a salesperson doing on a company email that is OK... but they wouldn't want a sales manager to see?
As a corollary to this request, the "delete" button on an email in the CRM activity history needs to remove it from the Salesperson's visible history, but archive the message and show it as a deleted message to the manager. It doesn't do me any good if salespeople are spending their time sanitizing their email history... both wasting their time and limiting the effectiveness of a review.
Thanks for your feedback on this!
We’ve made sharing your emails available with one click. For more details, visit our blog at http://blog.getbase.com/share-customer-conversations-team-new-email-visibility-options.
Please make this a global setting.
AdminRafal Ociepa (CSS, Base CRM) commented
We wanted to allow you to share emails as soon as possible.
Right now, we're putting the final touches on global settings for email visibility – before the end of the year, we expect that you'll need just a click or two to set all the emails you want as public.
Feel free to contact us with any questions!
All the best,
Clayton Daley III commented
Can you wake this back up or do we need to create a new issue to get you to actually complete the feature?
- After (brilliantly) automating email import from Google Apps Mail and Gmail, you're now forcing salespeople to *manually* enable sharing on every contact and every deal. A key value proposition of your system is automation... and its something you should prioritize in every feature.
- It certainly should be possible to enable this by default, like pretty much everyone on the blog post asked for (http://blog.getbase.com/share-customer-conversations-team-new-email-visibility-options)
- More than that, you don't fulfill this (82-vote) request unless an admin can make this mandatory. Obviously, access is automatically limited by contact/deal visibility so you can still secure the communication from other salespeople if you wished to.
Excellent - thanks for adding this feature in, Base! You just made my life a lot easier and my team more effective!
OK guys, I'm begging you. Please do this. Or give me some instructions on how to leverage your API to force emails to convert to notes from our side.
We're expending our sales team and they NEED to see my prior emails. I just spent three hours drilling into contacts and converting emails into notes and got through a couple of weeks of history. Still have the greater part of a year left. This is ridiculous.
Ali Robertson commented
We have an open policy here, emails are not something we keep "private". Communication between customer and salesperson is not a private matter. I think it's ridiculous that this is not only a default, but also the only option. This is a cultural matter that should not be dictated by the software.
What makes this even worse is that there's no "add to base AS NOTE" option in the Outlook integration - which means it's unnecessarily difficult to actually share an email that is important.
Oliver Brindley commented
I agree, this seems a bit ridiculous, especially given the level of call logging, recording and reporting that Base allows. Alongside the 2 reasons offered, this is ideal if a salesperson is going on holiday and wants to hand over the customer "file" for a colleague to manage. Or for us it would be great to act as a handover between our sales and operations department - I'd hoped we could invite them as a collaborator at closing deal stage and give them access to all the communications.
Here's my suggestion which doesn't impact on privacy: if a salesperson wants to grant access then they invite someone as a collaborator. In fact, you could even have a tick box at this stage to allow them to choose what would be visible.
Even if you implemented a hack solution, it would be better than where we are today. Set up a cron job that converts every email to a note. We have so much activity that happens through email, our team-based sales is senselessly in the dark on the aggregate picture of what's happening with a prospect or customer. We are not ever going to get everyone to go into base and manually convert emails to notes. Please address!
Much needed. This could be a deal breaker for us.
we need this feature to ensure all team members have access to the complete client communication. Not to control their performance.