How an Investment Management Client Improved Email History and Activity Tracking with Einstein
The client needed a more organized way to capture email communication as part of the client relationship. Account managers needed relevant email history alongside the client and account information they already used in Salesforce.
Pivotal Leap brought relevant email communication into Salesforce as Activities and associated it with the appropriate Contact and Account records, giving account managers more context within the client relationship.
Key Outcomes
Captured relevant email communication as Salesforce Activities.
Associated email history with appropriate Contact and Account records.
Made previous client communication easier for account managers to access.
Connected email history directly to the client relationship record.
Created a more organized approach to tracking client communication.
Business Challenge
Client communication can be spread across long email threads, making it harder for account managers to maintain a complete view of prior interactions. The client wanted relevant email history to be easier to access in Salesforce and connected to the records used to manage client relationships.
Email history needed to be captured within the client management workflow.
Relevant communication needed to be associated with the appropriate Contact and Account records.
Account managers needed easier access to previous client emails.
Communication history needed to remain connected to the broader client relationship.
Client Priorities
The client wanted a more consistent way to track and access relevant email communication in Salesforce. The main priorities were to:
Capture relevant email communication as Activities.
Associate Activities with the appropriate Contact and Account records.
Give account managers easier access to client email history.
Reduce the need to search through separate email conversations.
Keep communication history connected to client relationships.
Support a more organized account management workflow.
How Pivotal Leap Structured Email Activity Tracking
Email Communication Captured as Activities
Pivotal Leap captured relevant email communication as Salesforce Activities so account managers could access it within their existing workflow.
Contact and Account Association
Email Activities were associated with the relevant Contact and Account records so account managers could review communication in the context of the client relationship.
Accessible Communication History
Instead of relying only on separate email threads, account managers could review relevant communication history in Salesforce alongside other client information.
Relationship Management Context
The approach connected email history with the broader client record, giving account managers additional context for ongoing relationship management.
Implementation Details
CRM: Salesforce
Email Capability: Einstein
Communication Tracking: Email Activities
Record Association: Contact and Account records
Workflow: Client Email → Email Tracking → Salesforce Activity → Contact / Account → Account Manager
Business Workflow
- 1Client Email
- 2Email Tracking
- 3Salesforce Activity
- 4Contact / Account
- 5Account Manager
The workflow brings relevant email history into Salesforce and associates it with the Contact and Account records used by account managers.
Business Outcomes
Relevant email communication was captured as Salesforce Activities.
Email history was associated with Contact and Account records.
Account managers could access relevant communication within Salesforce.
Client email history became part of the broader relationship management workflow.
The process provided a more organized way to review previous client communication.
Pivotal Leap's Role and Impact
Connected communication to client records: Pivotal Leap structured email history around the Contact and Account records already used by account managers.
Focused on usable context: The workflow placed communication history closer to the information account managers use when managing relationships.
Reduced information separation: Relevant email history could be accessed within Salesforce rather than treated as a completely separate source of client context.
Designed around daily account management: The approach made communication tracking part of the account manager’s existing workflow.
Still searching through email to understand previous client conversations?
Pivotal Leap can connect relevant email communication with Salesforce Activities and the client records your account managers already use.
Before vs. After
| Before | After |
|---|---|
| Client email history was harder to access with client information | Relevant email history available in Salesforce |
| Email communication needed to be connected to client records | Email captured as Activities linked to Contacts and Accounts |
| Account managers relied on separate email threads for context | Communication history accessible in the Salesforce workflow |
| Previous client communication was separated from relationship records | Email Activities connected to the relevant client relationship |
| Reviewing communication required more context switching | Client communication could be reviewed in Salesforce |
Technology Stack
What People Say
[Client testimonial to be added based on approved client feedback.]
Client communication is more useful when it is available in the context of the relationship. Connecting relevant email history to Salesforce Activities gives account managers a clearer view of prior conversations when they need it.