CARRUSLiNK
    Home/Integrations/Microsoft Outlook
    All integrations
    Microsoft Outlook
    KommunikationLive

    Microsoft Outlook Integration

    Outlook + CRM as one.

    Connect Outlook, Exchange Calendar, and contacts with CARRUSLiNK. Emails, attachments, and appointments are automatically linked to the correct customer — built for dealers on Microsoft 365.

    See how the flow works
    < 30 sec
    from Outlook thread to customer card
    2-vejs
    calendar and contacts synchronization
    100%
    of attachments archived on the case
    0
    Lost leads during salesperson changes or illness

    Live in 15 minutes

    You don't need an IT department — we set it up for you

    1

    Book demo (30 min.)

    We show you the system with your own data so you can see it work.

    2

    We get the keys

    Your IT lead approves Microsoft 365 access once — we configure the Graph API.

    3

    Ready the same day

    We turn on the integration, test it and you're live.

    No setup feeNo lock-inWe do the work

    Outlook stays where it is — CRM gets the full context

    Most Danish and Nordic dealers run Microsoft 365. CARRUSLiNK integrates Outlook and Exchange via Graph API, so all email and appointment dialogue is automatically collected without extra clicks for the salesperson.

    Emails up — Outlook on the customer card

    Threads from Outlook (incl. shared sales and service mailboxes) are displayed on the customer card with full history, attachments, and participants. Replies from CARRUSLiNK are sent via Outlook — the customer sees no difference.

    • All Outlook threads with the customer are gathered in one place
    • Send email from CRM — sent via Outlook
    • Delegated mailboxes for sales@ and service@
    • Microsoft Graph + OAuth — without stored passwords

    Calendar down — meetings and test drives

    Appointments created in CARRUSLiNK are placed in the Outlook calendar, and changes in Outlook are pulled back. Conflicts, free/busy, and room booking are handled by Exchange — CRM only sees what's relevant.

    • Outlook/Exchange calendar two-way sync
    • Free/busy and room booking via Exchange
    • Contacts synchronized to Outlook and mobile
    • Conflict detection for double booking
    How it works

    From the first Outlook email to signed contract

    The entire dialogue flow — captured in the CRM, but sent from Outlook as the salesperson always has.

    Steps. 1

    Lead writes to sales@

    The email hits the shared Outlook mailbox. CARRUSLiNK matches the customer and creates or updates the case in CRM.

    Steps. 2

    Auto-assignment to salesperson

    Rules by make, geography or rota assign the thread to the right salesperson. The rest of the team can still see the history.

    Steps. 3

    Test drive booked in Outlook

    The salesperson accepts the meeting invitation in Outlook. CARRUSLiNK creates a test drive for the deal and sends confirmation to the customer.

    Steps. 4

    Reminders the day before

    Automatic SMS and email to the customer from the salesperson's Outlook sender. The salesperson receives their normal Outlook notification.

    Steps. 5

    Follow-up and trade-in workflow

    If a deal doesn't close, CARRUSLiNK sends a personalized Outlook email after 3, 14, and 60 days; set up once, runs forever.

    Steps. 6

    Measurement by salesperson and mailbox

    Response times, email volume, and conversion rate linked to actual contracts and gross profit per salesperson.

    Daily operations before and after Outlook integration

    Most Microsoft 365 dealers have Outlook threads that reside in each salesperson's or a shared mailbox's inbox — without linking to CRM. This results in lost threads, manual forwarding, and disorganization during holidays.

    Before integration

    • Salespeople respond from their individual Outlook accounts — no one sees each other's threads.
    • Shared sales@ mailbox is common chaos without owner assignment
    • Outlook calendar is not linked to customer or car
    • Manual forwarding when a salesperson is sick or on vacation
    • Contacts are maintained in both Exchange and a spreadsheet
    • No report on response times, owner assignment, or deal conversion

    After integration

    • The customer's entire Outlook thread is displayed on the card — regardless of salesperson
    • Sales@-threads are automatically assigned and transferred without loss
    • Outlook appointments automatically linked to deal and car
    • Seamless handover: backup salesperson sees everything immediately.
    • Contacts synchronized both ways — one truth
    • Dashboard with response time, owner distribution, and contribution margin per salesperson
    Detaljerne

    How dealers run on Microsoft 365 with CARRUSLiNK

    Microsoft 365 remains the dominant office system for Nordic dealers. Outlook is used for all customer communication, Teams for internal coordination, Exchange Calendar for meetings and room booking, and OneDrive/SharePoint for documents. The problem is that sales and service dialogues live isolated in inboxes — invisible to CRM, management, and colleagues.

    The CARRUSLiNK integration is built on Microsoft Graph and uses the official OAuth flow. This means that the IT department can approve it once — after that, salespeople see no change in their Outlook, but the entire CRM gains access to the correct context.

    Outlook on the customer card — even for delegated mailboxes

    We support both personal mailboxes and shared/delegated mailboxes (typically sales@, service@, and info@). This is crucial for dealerships because the vast majority of external inquiries are not directed to a specific salesperson, but to a shared mailbox where multiple people need to be able to view and respond.

    Threads are matched by email, phone, and name against customers in CRM. When a thread is linked to a customer, it is displayed on the customer card with full history, all attachments, and who replied when. Replies from CRM are sent via Outlook, so the customer's normal thread history is maintained — and the spam reputation is protected.

    Exchange Calendar, Free/Busy, and Room Booking

    Test drives, deliveries, and workshop bookings are created in CARRUSLiNK and automatically added to the sales rep's or workshop technician's Outlook calendar. Free/busy status is respected, so CRM never double-books, and room booking for test drive cars or workshop bays is handled as resources in Exchange.

    Changes in Outlook are pushed back to the CRM. If the salesperson moves the test drive to Thursday, the deal is updated and a new confirmation SMS is sent to the customer — without manual work.

    Attachments archived automatically.

    If a customer sends a copy of the registration certificate, a financing statement, or photos of the trade-in vehicle, the attachments are automatically added to the customer card and linked to the correct vehicle. No more sifting through 2,000 emails for a document — it's right where it belongs.

    Attachments are archived with the same retention policy as CARRUSLiNK's own files, ensuring GDPR compliance and an audit trail.

    Security, IT approval, and control

    The integration uses Microsoft Graph with admin consent — typically approved by the IT department once. We do not store passwords, only OAuth tokens that can be revoked at any time from the Microsoft 365 admin center.

    Access can be restricted per mailbox, per department, or per salesperson. Data is processed in the EU and is covered by CARRUSLiNK's data processing agreement. An audit log documents all read threads and sent emails.

    Onboarding and deployment in an afternoon

    We set up the integration with your IT manager via screen sharing. Typical process: admin consent, selection of mailboxes and calendars, historical import (90 days), testing with a couple of salespeople, then roll out to the entire team.

    Many dealers are fully rolled out within the same business day. Salespeople notice no difference in their own Outlook — only that CRM now "just knows" what's happening in their emails and calendar.

    Frequently asked questions

    Everything dealers typically ask about before enabling the integration.

    01.Does CARRUSLiNK read all our emails?

    No. The integration only displays threads that match a customer in the CRM. Internal and private emails without a customer match are not visible.

    02.Does it work with delegated mailboxes like sales@?

    Yes, and it's a key feature. The entire team sees the same thread history on the customer record, and auto-assignment ensures a specific salesperson owns the dialogue.

    03.Does IT need to approve anything?

    Yes, once. Our integration requires admin consent via the Microsoft 365 admin center. It takes 2 minutes, and access can be revoked at any time.

    04.Does CARRUSLiNK send emails from my Outlook?

    Yes. Replies are sent via Outlook with the salesperson's normal sender, signature, and spam reputation. Automated flows can also be sent via our transactional engine.

    05.Does it work with Exchange On-Premise?

    We support Exchange Online (Microsoft 365). Pure On-Premise setups can be connected via hybrid, but please contact us first.

    06.Are Teams meetings synchronized?

    Yes, Teams meeting links in the Outlook calendar are displayed on the deal, so the customer receives the correct link in the confirmation email.

    07.What about Microsoft Bookings?

    Booking appointments come in via the Exchange calendar and are linked to the correct customer if the email or phone matches.

    08.What does it cost?

    The Outlook/Microsoft 365 integration is included in the CARRUSLiNK subscription at a tiered price from 2,299 DKK/month based on fleet size. Microsoft licenses are paid separately.

    Related reading

    Ready to gather Outlook and CRM in one place?

    Book a 30-minute demo. We'll show you what your shared sales inbox and calendar look like in CARRUSLiNK — with your own data.

    See all integrations

    Microsoft 365 licenses are paid separately to Microsoft. The integration is included in CARRUSLiNK.