We have a solution where Marketo is synced to Salesforce.
We receive requests from mainly two different channels, from Marketo forms on our website and from an info@ email address.
Today these two channels are handled very differently. The email requests are handled in a shared exchange email account.
Some of our challenges are:
- We don't have one place to find all incoming inquires
- We don't have a good way of ensuring that each inquiry has been handled
- We don't have a good way of ensuring not more than one person is handling the same incoming inquires
- We don't have a good way of following up on Sales if they have handled the MQLs that Marketing has sent them
We think a good way to set up the system would be to send all inquires to Salesforce as cases in a Marketing queue.
Is this the best solution? What are the best practices for handling requests from Marketo form fills and from email in Salesforce?
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