FAQ

Questions and Answers

Installation

What versions of Outlook are supported?

eWay-CRM is compatible with Microsoft Outlook 2003, 2007, 2010, 2013 and 2016.

What versions of Windows are supported?

eWay-CRM is compatible with Microsoft Windows XP, Vista, 7, 8, 8.1 and 10.

Do you support Office 365?

Yes, as long as you have the Microsoft Outlook program installed on your computer. eWay-CRM does not run inside Microsoft Outlook Web Access.

Do you support Mac?

eWay-CRM runs inside Microsoft Office for Windows only. You can also use eWay-CRM Web Access as a standalone web app, which you can take a look at here. Alternatively, you can run Microsoft Windows on your Mac with Boot Camp, VMware, Parallels Desktop, etc.

What exactly is eWay-CRM – a locally installed desktop application or a web-based application?

eWay-CRM is a Microsoft Outlook plug-in.

eWay-CRM has a client-server architecture. The client side of eWay-CRM is an add-in for Microsoft Outlook for Windows and uses a local Microsoft SQL Server database. The server side is basically a server database – Microsoft SQL Server as well. The server component can run on a customer’s server (on-site/on-premises option) or on ours (on-demand option).

Do I need a server to use eWay-CRM?

No, data can be hosted in the Cloud.

Can I host data on my server?

Yes, if you use eWay-CRM Premium, you can keep your data on your own Windows Server.

Can I purchase a lifetime license and host data in your Cloud?

Yes, you can.

Security

How is our data managed in terms of security and backup?

eWay-CRM synchronizes data between the local database (running on your PC) and the server database running either on your own server or in our Cloud. We run incremental backup of data in our Cloud every other day and full backup every Sunday. Backups are stored for 2 weeks before deleting. The Cloud runs in one of the most advanced data servers in Europe and communication is encrypted through HTTPS. Nobody else but the people at eWay have access there.

How can I uninstall eWay-CRM?

eWay-CRM is a standard desktop program and can be uninstalled from the Control Panel in Microsoft Windows.

In the event that we terminate the contract, how do we obtain the data from you?

Both e-mails and contacts are copied to the eWay-CRM database and the original items stay in your Outlook. If you decide to uninstall eWay-CRM, you will not lose anything from Outlook.

Licensing and Editions

What is the difference between eWay-CRM Basic and eWay-CRM Free?

eWay-CRM Basic is an outdated and unsupported version. We recommend switching to eWay-CRM Free. It is free as well but comes with plenty of eWay-CRM Premium features:

  1. You have an access to all new upgrades and updates we release.
  2. You can customize the software through the administration settings.
  3. You can install eWay-CRM on more devices and the Cloud will sync data amongst them.
  4. There is a Cloud component on our well secure server with 200 MB space per customer.
  5. 5. We take care of backups every day and keep them for two weeks. In case your PC breaks, you just buy a new one and restore your backed up data.

We strongly recommend switching to eWay-CRM Free. Learn how to do that here: https://www.eway-crm.com/how-to-upgrade-to-eway-crm-free.

The data will stay on your PC during the upgrade and you can also do a backup before the upgrade (see the link above).

What is the difference between eWay-CRM Free and eWay-CRM Premium?

  1. eWay-CRM Premium includes data sharing functionality and can be used by multiple users within the company. eWay-CRM Free is designed for a single user.
  2.  eWay-CRM Premium comes with 10 GB of data space. eWay-CRM Free  – with 200MB.
  3. We provide phone support to eWay-CRM Premium users and support by email – to eWay-CRM Free users.
  4. With eWay-CRM Premium, you can host data on your own server (on premise). eWay-CRM Free is always hosted in our Cloud (on demand).

How many records can I save with eWay-CRM Free?

eWay-CRM Free has a 200 MB storage limit. The number of records you can save depends on their file types. For example, 6000 contacts require about 20-30 MB, 1000 emails – 1GB. If you upload pictures and documents that would require more space. Once you reach the storage limit, you can either delete some data from eWay-CRM or purchase the paid version.

Can I use multiple email accounts under the same eWay-CRM user account?

Yes, you can use the same eWay-CRM user account for multiple email accounts. However, the automatic settings (e.g. automatically tracking of emails for contacts) will work for the default email account only. Communication from other email accounts can be saved in eWay-CRM manually.

Migration

Can I migrate data from eWay-CRM Free to eWay-CRM Premium?

If you purchase the software, the data will be moved automatically.

Can I migrate my data from Business Contact Manager (BCM) to eWay-CRM ?

Yes, you can migrate contacts and companies easily following this instruction. If you need to migrate other information (categories, notes, custom fields, emails, etc.), contact us at [email protected] for assistance.

To compare eWay-CRM and Business Contact Manager, check out this article.

Functionality

Can eWay-CRM work offline?

Yes, it can. Your data will be synchronized automatically once you are back online.

Can I use the same account for eWay-CRM Free on my second computer?

Yes, you can install eWay-CRM Free on multiple devices for one user.

Do you support mobile phones?

If your mobile phone is synchronized with Microsoft Outlook, you can see all contact information, notes and journals related to contacts. The Android application is to be released in Q3 2016, iPhone application – in Q4 2016.

Can I customize eWay-CRM (change workflows, add fields, etc.)?

Yes, you can do it yourself in the Administration Application or contact us for more details.

What is the difference between eWay-CRM and Microsoft BCM (Business Contact Manager)?

Both software tools are designed to help companies manage customers, sales and projects. Since eWay-CRM is designed as a CRM for teams/companies the functionality covers more areas – marketing, sales, projects and CRM. It has also advanced administration settings where you can make your own fields, customize user permissions or set up a workflow.

Do you have API available?

Yes, you can use eWay-CRM API for integration with 3d party software (e.g. accounting software) and websites (e.g. integration with online forms).

More here.

Support

What are your support hours?

For paying customers we offer support by phone, e-mail and a ticketing system from 6.00 AM till 4.00 PM EST, Monday-Friday including US Holidays. For eWay-CRM Free users, we offer support by e-mail.

What to do if the installation (or upgrade) is unsuccessful?

Issues can be caused by multiple reasons including your Microsoft and Outlook settings.

The most frequent problems are as follows:

  1. You can’t see the eWay-CRM ribbon in your Outlook. Solution is here.
  2. A web browser window appears once you click on any Outlook module. Solution is here.
  3. Your eWay-CRM ribbon is grey. In this case, please contact our support team at [email protected].

If you have any other troubles you can try to find a solution here or contact our support team for help.

How to send logs to support?

Check out the instructions.

Will you train me?

Yes, we offer training sessions for groups of users. Contact us for more details.

Can you help me with the implementation?

Absolutely!