Petersberg / Braunschweig - The importance of email communication has been continuously rising since the beginning of the digital age. The electronic transmission of messages is nowadays one of the most popular means of communication. This is also true for the business world. From the first contact to customers through contract initiation and order acceptance to the permanent availability of business partners - many business processes are performed per email within the so called e-business. Therefore, it is not surprising that this medium has also enormously gained importance with regard to Customer Relationship Management (CRM).

Relevant studies even prognosticate that email communication as a CRM channel will amount up to 80 % of the customer communication. "At some companies email is indispensable. Prospective clients get information about services and products electronically and existing customers post support inquiries. It becomes more and more important to react to those emails quickly and competently in order to acquire and keep customers and to influence the customers' loyalty positively", Ralf Geishauser, managing director of GEDYS IntraWare GmbH (www.gedys-intraware.com), explains with regard to the Lotusphere 2008, which will take place in Orlando, Florida 20-24 January 2008.

With the innovative solution "Business Mail", the CRM supplier addresses the new requirements and trends in the e-business. This solution merges CRM and email communication. It comfortably shows the customer data, the record and the contact history already in the electronic mailbox when opening a customer's email. It is not necessary to switch to another database. If a contact is not known yet, business mail automatically supports to set up new customer data with the help of an assistant.

At the same time, sent and received emails of the respective customer file are added in form of a contact history. "Business Mail completely integrates the medium email into CRM processes and thus contributes decisively to the realisation of a 360-degree view of the customer already with an incoming email. All important information is available at once and allows competent answers at quick reaction times", Geishauser says.

GEDYS IntraWare is at present the sole supplier who has realized such a homogenous integration of emails into CRM. Visitors of the Lotusphere 2008 can convince themselves of the efficiency of "Business Mail" from 20 to 24 January in Orlando, Florida. The CRM specialists from Petersberg will present this and their further CRM solutions based on Lotus Notes at pedestals 430-432.