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Snapshot Survey: Removal of MAPI option for Email Management

This is the second of a series of snapshot surveys about features within Sage CRM.

Sage wants to better understand how customers use each feature and how we can update CRM to better shape the product around a business's needs.

Sage is considering removing MAPI as an option for Sage CRM 2022 R2.

Within Sage CRM the MAPI protocol is one of the options for Mailbox access that can be configured for the Email Management.

https://help.sagecrm.com/on_premise/en/2022R1/Administration/Content/Administrator/EM_EmailAddressOptions.htm

Please answer the question below and use the response area to provide additional commentary.

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  • We don’t use email management, so the remaining questions are irrelevant. We us the Outlook Lite Plugin. We’re really hoping that Email Management is not the future solution for recording email Communications. It’s very ‘legacy’ and modern users expect something much slicker. 

  • in reply to Will Ingleby

    Don't forget that the Email Management system can be used in addition to the Outlook Plugin.

    Emails received to a user's inbox would be filed by the plugin. but the EMS would be used to handle leads from a website to create new leads (much prefer this method over Web-to-Lead as you don't need to expose CRM to the outside world if you don't need to), or if a customer emails support@ and have it automatically create a case and email back the reference number.

    How else would you handle automated inbound emails for Leads or Cases? Reliance on a user to file emails can lead to emails being missed 

    A lot of 'modern' systems have some kind of handling of inbound emails for these kinds of situations. So would definitely be a hindrance for it to be completely removed. 

    Personally I think the Outlook plugin is very limited and would love for it to be a bit more feature rich (e.g. being able to create new people if they don't exist in the database). But then there is always Accelerator from CRM Together

  • in reply to Matthew Shaw

    Thanks, yes of course email management has its uses for automated filing, but the vast majority of our CRM customers rely upon the spontaneous filing of emails, and do expect users to be able to apply their own discretion in deciding which emails to file (and how). 

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  • in reply to Matthew Shaw

    Thanks, yes of course email management has its uses for automated filing, but the vast majority of our CRM customers rely upon the spontaneous filing of emails, and do expect users to be able to apply their own discretion in deciding which emails to file (and how). 

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