The integrations
Integrate with CRM, ERP, WFM, telephony and much more...
When choosing etrack1 as your ticketing system but need transparency and even more functionality.
Integrations
About the integrations
More time and quality with integrations
Integrations ensure faster responses to customers, more satisfied employees, fewer manual tasks, and ultimately, that the company's data is under control and secured.
360°
360°-view
Avoid trivial work
Employees who handle customer inquiries often switch between many different systems. Partly to get an overview and partly to gather information in order to answer customers. It is both time-consuming and trivial work, and most of it can be avoided with some simple integrations.
With the integration between etrack1 and the telephony platform, etrack1 can create transparency between phone calls and email inquiries. This means that employees who answer calls immediately and automatically gain insight into other inquiries from the same customer (ongoing and closed). This way they can help customers much better than without integration.
Shorter process time, less manual work and the elimination of employees having to spend double time on the same inquiries (where customers have both sent an email and called) are just some of the advantages of integrating etrack1 with the telephony platform.
The integrations
Call-/mail-blending
Telephone integrations
etrack1 offers a range of integrations with a variety of business-critical systems, which in this context includes telephony and back-end systems.
Call-/ mail-blending
Some customer departments want to "push" the next task (a call, an email, a chat) to the employee instead of employees logged into various platforms and having to "pick" the next task.
Some telephony platforms support these principles of call-/mail-blending and if they do, then etrack1 can deliver tasks to the platform which then takes care of the distribution and priorities.
Integrations
Business systems and etrack1
Save time and work smarter
Integrations will not only save a lot of time and reduce errors, but also give employees a day with much less copying and pasting, and therefore more time for the essential tasks.
With etrack1 integration to the company's business systems such as CRM,- ERP-, ESDH-, or order systems, the customer service employee can access relevant customer data with one click in etrack1 and conversely, data from etrack1 can appear in the business systems – completely automatically.
Secure communications
Secure communication
Mit.dk / eboks / Logiva
etrack1 can deliver documents / responses to email inquiries to mit.dk and eboks (end to end encryption) this is done simply by entering a VAT or a social security number into the "to field” of the recipient.
In addition, etrack1 can receive and deliver certificate-based emails using a 3rd party supplier, e.g. Logiva ("encrypted data transport").
The integrations
CRM and APIs
Value-adding integrations using the etrack1 REST API
etrack1 REST API
There are a number of methods in the API that etrack1 exposes to its customers. The API can be used in various contexts and ensures even greater value of etrack1.
- Retrieve and display etrack1 "activities" in the ESDH-, CRM- or ERP- system
- Create cases in etrack1 from your own contact forms on your website or systems
- Update existing cases in etrack1 with notes from other systems
- Update metadata in existing etrack1 cases with master information from other systems
Local stat API
Used to retrieve statistical data collected in etrack1 for e.g. to consolidate data in your own Business Intelligence environment or merge etrack1 data, telephone and KTU data from other systems.
The integrations
Workforce Management
Workforce management and etrack1
When etrack1 is integrated with a WFM system, you have the best opportunities to:
- Be proactive and plan your resources in the department
- Easily and efficiently make forecasts and plan activities in the customer centre
- Keep an overview so you can ensure that you always have the right people, with the most suitable skills, on the job to be able to answer customer inquiries.
With etrack1, you get a unique opportunity for automatic planning of your resources, and this will create both more satisfied employees and ensure far more qualified help for your customers.
etrack1 integrates with systems such as.
AD
Active Directory
Smart access control
Log in to etrack1 using the etrack1 user database or by using the company's existing Microsoft Active directory
The integrations
BI-Systems
New and more customer information through interconnecting with Business Intelligence
etrack1 continuously collects detailed information about any action taken by customers and employees – these data form the basis of data for, among other things, analyses and insights.
As an etrack1 customer, you have the ability to integrate etrack1 into your company’s business intelligence system – we just provide a synchronised and updated Microsoft SQL database that contains all statistical data from etrack1.
Your BI system then uses the database as a data source, and on this basis, you can create all the reports you want directly in your BI system and, for example, co-ordinate information from etrack1 with other data sources, such as the phone system and customer satisfaction polls.
