Does your organization receive a lot of emails for a generic email address? For example support@ or inquiries@?
Sage CRM has a feature that can automatically pick up these emails and then create something – like a new service ticket (case) or lead. You can create as many of these email scenarios as you need and then modified what happens when these emails enter Sage CRM.
You can learn more about how Sage CRM manages communications on this page of the My CRM Manager website.