As a team, we need to set up our e-mail so that everyone can see everyone else's received and sent messages.
The situation is that there are 4 people who are communicating with customers. In the spirit of Scrum, each person needs to have access to all communication to and from the customer so that when they communicate with the customer next, they have access to all the necessary information.
I have an idea of how to go about implementing this, but I'm not confident that it doesn't have a fatal flaw or two in the details somewhere and that there might be better ways to do this.
My idea is this:
- Everyone to uses an E-mail application such as Microsoft Outlook.
- Each person has their own e-mail address, but registers every other e-mail account with the e-mail application so that when the sync, all e-mails to all four people are synced to the client application
- In order to differentiate e-mails sent directly to them as opposed to e-mails sent to someone else, rules are set up to color-code which are meant for them and which are meant for someone else. The messages could be separated into folders, but I would like for everyone to at least glance at everyone else's messages.
- Instead of syncing the "sent" messages folders, rules would be set up on each application so that every message they sent was BCC'd to the rest of the team. That way sent messages would pop up in their inbox and they can glance at them as well.
- I know Outlook has these "rule" features, but I'm not sure how about Mac OS e-mail applications and Open Office.
- Is this implementation going to cause too much chaos and confusion in everyone's inbox?
Based on content in the comments and answers, the following information should be helpful:
- The goal is not to restrict private communication
- The goal is to enable open communication
- Each employee at this company works from home, on their home computers. Employees control their computers and working environment. Employees are not restricted from using any applications such as private e-mail.
- This company does not sell software
- Customers are people who are purchasing a service in the $200 range.
- Many customers are one-time customers. Customers who are not one time would make purchases 1-2 times a year.
- Typical sale usually involves one 5-15 minute phone call
- The most a sale takes would be a few e-mail exchanges and a few phone calls
- Customer service people need to have access to details such as:
- What discount did the customer get last time
- Where did they hear about us
- What concerns the customer wants the service to address
- Internal e-mails do not need to be shared
- Each person in marketing/customer service probably needs to have access to the entire communication thread with each customer
- Customer service people need to have access to this information so that they can be knowledgeable about the customer's history with the company if and when they call to schedule another service
- Marketing people need to have access to this information so that they can send customized materials to previous customers
- Marketing people study previous exchanges with customers in order to help optimize lead conversion rates
- Each person in the company already has access to recordings of phone calls
- This is a feature that my team requested that I implement.