Can you tell me more about your CRM plugin?
-a curious Cerb4 customer

Sure!

At the moment the CRM plugin allows you to find ‘opportunities’ (leads) from helpdesk conversations and track them separate from tickets.  The nice thing about that is you can import leads from anywhere (as simple as e-mail addresses or with all their contact info), and then you can see what historical conversations you’ve had with those people.  For example, if I have a beta form on our website for a new project, I could import any signups as opportunities in the helpdesk, and then I could quickly tell which of them we know something about from past tickets.

Ultimately we’d like to use the plugin to do product management and associate products/services with customers.  Then each time someone writes in I’d know what our current relationship with them is.  I’d also be able to track custom fields along with the product/service.  For example, I’d be able to track a few notes about your Cerb4 configuration so we don’t ask you the same questions over and over each time you write in for support.  It’s bad for business if every time you write in we act like it’s the first time we’ve heard of you.

CRM for us right now is still more about what we can do than what we’ve already done; but as the latest released just showed, now that we have a really solid e-mail component at the heart of Cerb4 we can start to do some really interesting things on top of it.  Feedback capturing and time tracking are just the beginning of that mindset.