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How to manage CRM with a shared inbox

By 19th March 2018January 19th, 2023No Comments
CRM Shared Inbox

Keeping a good relationship with your customer is essential if you aim to keep them loyal to your company, a shared inbox can help. But, if you run a business, you have probably realized that you need a way to organize your information for each and every client.

If you work on a sales team, for instance, many people have together looked forward to the same target. Sometimes it might be an issue in your email.

So, instead, many companies have adopted specific CRM (Customer Relationship Management) software. A good idea? Definitely. But on the other hand, employees lose productivity by switching tools and software all day.

crm shared inbox


Besides that, more software = more support needed. Your company will have to learn about different tools, features, and although it might be simple for some to master it, for others it is simply a nightmare.

Dedicated CRM tools, such as Salesforce and Pipedrive are very good, but are they the best solution for your company? According to the Software Advice Report, one-third of companies use such tools. We are developing the next step to this process, and it’ll happen right inside your email.


Why CRM?

Having some way to control information of your clients might sound easy in the beginning, but with time it turns into something more complex. After working a little with customers, you start seeing how essential it is to have a tool to help you out with crucial information. Will they buy it? Did they answer? What is their excuse? Has someone else started this conversation?

When you’re in a team, it’s even more essential that all this information is kept organized. Otherwise, it will lead your peers to confusion and it won’t sound good for your client.

When you know what kind of information you need to be gathered, you will also know what works better for you and your team. Here are some examples of features you might need a tool to have:

•Automation of the process, creating workflows;

•Manage tasks, from end to end;

•Creating a visual look at the whole process;

•Improve collaboration in teams;

•Add key information for each customer like Company name, telephone number, deal size, probability, etc.

Traditional CRM tools x Shared Inboxes

Usual CRM tools, such as the image shown below, use a board of tasks related to your customers. Every task is basically a card with all information about the relationship with that customer.

These traditional tools have very collaborative platforms, so you and your team share boards and communicate effectively. And this is the idea Drag wants to bring to email, so we can centralize work in one single place. Let’s compare the 2 interfaces:


DragApp CRM in Gmail

Shared Inboxes centralize your relationship with customers into one single place; your email.

You’ll see how everything instantly looks so similar, because it is your inbox, after all. By adding something so simple, it becomes easier to do your tasks. Therefore, you can give support sales needs faster and provide an excellent service to your customers.

Also, if you think about the market, which gets more competitive every single day, you must be sure that the service you provide is perfectly accurate, quick, and also personalized. Only then you can leave your competitors behind and gain space in your niche.

What we did at Drag was to listen to the client’s pain points in what concerned email, and then we tried to understand what kind of service would serve them in the best way.

We found out how inconvenient it is to transition across multiple tools to manage every different area of business, especially for small teams that don’t need too comprehensive and complex tools. 

With our shared inbox, we don’t want to simply centralize emails into the same place. We want to centralize your team’s workflow and do it in the place you spend most of your time: your Inbox.

How it works

In Drag CRM boards,

 your emails become cards in a Kanban board. It means you can drag and drop, customize your pipeline, track status of customers, and collaborate with your team in shared inboxes. Basically, every card is ready to receive CRM information.

Setting up a shared inbox is truly simple:

  • Click the boards drop-down menu, then click Manage Boards;
  • Select a board (or create one) and click on the add (+) button;
  • Type your peers’ emails addresses;
  • Click Invite;
  • And it’s done!

In order to help your team organize information on each card for your CRM workflow, you can add labels, so every task belongs somewhere. Here are some other features you can add to your cards:

•The responsible person on the team;



•Due date;



•Progress bar.


crm shared inbox


As essential as CRM is for a good relationship with clients, we believe dedicated software is not the best answer, this is why we developed a tool that works right inside your email inbox. And trust me, it has so much to offer.

Less support needed, less time to learn new functionalities. Drag is simple and its interface is seamless with Gmail, all we want is for you to have the best experience, so you can also provide excellent services.

Turn Gmail into a CRM.

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free
Samantha Anacleto

Author Samantha Anacleto

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