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ROCKING INBOUNDEMAIL MANAGEMENT
Brian CantorIQPC Customer Management Practice
Doug LongEmailtopia
Kathy OsborneCaldwell Manufacturing
THE OF EMAIL
To business: investment priority
77% in next two years; 46% “urgent”
To customers: service interactions
Most frequently receive service – email is #2Prefer to receive service – email is #2
Higher in Under-45 age group
THE FOR EMAIL
Customers look for:
First contact resolution #1
Fast resolution #2
Short response time #4
THE OF EMAIL
Productivity challengesLack of system integrationInadequate performance measurementAbsence of workflow management
Technology challengesLimited data/monitoring
CALDWELL’S STORY
• Window and door hardware• Industry leader since 1888• Multinational manufacturing and
distribution• Centralized customer service operation
CHALLENGES:
• Multiple users in shared team mailboxes• Manual distribution• Replies not returned to originating agent• Repetitive replies to similar queries
• No management view of performance• Email volume• Internal vs External emails• Response times/service levels
CHALLENGES:
SEARCH FOR A SOLUTION
• Research what to search for• Support through decision cycle• Scalable solution – start small, grow large
EXPERIENCE:
Automated rules-based distributionVolume limits for individual usersReplies assigned to previous ownerStandard responses for frequent questionsApproval process for new hires in training
EXPERIENCE:
Thread number ties conversations together• Determine the exact sequence of events
Only administrators can delete mail
EXPERIENCE:
Performance reports at fingertips:• total incoming vs new threads
• Internal vs external email volumes
Management insight - actionable intelligence
• Documentation for customs clearance• Multiple inbound container vessels• FIFO distribution inefficient• Prioritization based on ETA at dockside
GLOBAL SHIPPING & BROKERAGE BUSINESS
• Core business from valued customers• Priority routing for tier-1 clients• Categorized, tracked and reported
TRANS-NATIONAL LTL TRUCKING LINE
We tell our customers they should follow up with a phone call if they haven’t had a response to their email within 15 minutes. Very few have ever placed that call.“ ”
• Integration with ERP system• Report on time from initial inbound
inquiry to order fulfilment• Spot trends and improve business
processes
INDUSTRIAL GEAR MANUFACTURER
After implementing Response … we experienced a 130% improvement in our agents’ average email response time“ ”
• Out of hours coverage provided in one location
• Time-of-day based routing • All off-hours inbound mail is sent to
night service
RISK MANAGEMENT AND INSURANCE
I was surprised how easy it was to use Response … I was able to train my agents in about 10 minutes“ ”
THE EMAILTOPIA RESPONSE MISSION
Eliminate email mismanagement
Improve productivity
Improve customer
satisfactionDo more with less
• Ensure every email is tracked (thread numbering)
• Search and respond to old email conversations
• Non-repudiable record of communication
• Reply time, close time, volume, trends• Agent, team, department, company• Day, week, month, year• Service level focus• Real-time dashboards
ComplimentaryEmail Workflow Assessment
Request a demo of Response
[email protected]://emailtopia.com/demo-request