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2 Posts authored by: Mike Reynolds Employee

Marketo Sales Engage now has the ability to connect to Outlook seamlessly from the Email Connection tab in MSE. Got questions? We’ve got answers!

 

What are the benefits of doing this? Why should I do this?

With this connection, you'll receive more robust reply tracking, access to the Outlook delivery channel, the ability to schedule emails in Outlook, and newly added send compliance. This upgrade also addresses the bug with dropped connections!

 

Does each user have to reconnect to Outlook, or just the Admin?

The upgrade is required at the individual user level  for anyone who would like to use Outlook as a delivery channel.

 

How long will the process take?

The set-up process is extremely simple, and only takes about 2 minutes to complete.

 

Will I lose any information?

No, you will not lose any of your tracking information. When you disconnect from your old Exchange Reply Tracking connection to the new one, we will make sure all your information remains up to date.

 

When should this be done?

On the 30th of April, we will sunset the Exchange Reply Tracking page. It would be ideal to connect to the new Email Connection page prior to this date.

 

What happens if I do not connect by April 30th? Will I lose data?

No, you will not lose any data if you did not connect to Outlook prior to this date. You will simply be prompted to reconnect using the new connector post-April 30th. As soon as you connect, you will be able to see all your reply tracking & send compliance information!

 

What do I need to do as a user? What are the steps to connect to Outlook?

If you would like to use Outlook as a delivery channel for you Marketo Sales Engage account, all you need to do is:

Login to Marketo Sales Engage

Navigate to Settings > Email Settings > Email Connections > Get Started

Follow the pop ups to connect to Outlook. You can find more details in the following document

https://docs.marketo.com/display/public/DOCS/Email+Connection+Tab+for+Outlook+Users

Marketo Customer Care Rated Outstanding by TSIA for third consecutive year!

 

Marketo® Customer Care ’Rated Outstanding’ by the Technology Services Industry Association for the third consecutive year!

 

Yay!  Starting 2018 in style!  First, I would like to thank our Customers, for the continued partnership and strong engagement. The feedback you provide in Case Survey (I read every single comment), has been crucial in Marketo’s focus to deliver world class service.

 

In 2017 we launched Chat Support, Fine-tuned Premium service delivery, improved our crisis communication channels, Opened a new support location in Denver and more. Our premium customer satisfaction rating for 2017 was 93%, Case first response SLA at 96%, Case Update at 95% and over 70000 cases received. This high level of satisfaction rate was possible due our 100+ Marketo Certified experts working round the clock to deliver nothing short of world class service. TSIA Rated Outstanding certification is a testament to our customer passion.

 

I will be the first to admit that improvements are still needed in the area of service delivery, and reflecting on 2017, we have documented lessons learned to implement process enhancements.

 

In 2018 our support objective is to deliver “Flawless Customer Service”. Yes Flawless! We are expanding our customer support team with the focus to deliver personalized support. We are improving our workforce platform to increase live interactions through phone and chat, You will experience increased Self-serve capabilities in our improved support portal and our big focus this year will be to learn and implement preventive support model.

 

Thank you for a great 2017. I am excited to continue to journey with you all this year and On behalf of Marketo Support, Wish you all a Happy New Year!

 

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Mohan Achar

VP, Customer Support

650-389-5102 | machar@marketo.com | marketo.com


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