ROCKING INBOUND EMAIL MANAGEMENT

ROCKING INBOUNDEMAIL MANAGEMENT

Brian CantorIQPC Customer Management Practice

Doug LongEmailtopia

Kathy OsborneCaldwell Manufacturing

Brian CantorIQPC Customer Management Practice

THE STAGGERING SCALE OF EMAIL

3.7 Billion269 Billion49%

131 Billion

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

Doug LongDirector of Marketing, Emailtopia

TEAM ADDRESSES ARE THE1-800 NUMBERS OF THE

DIGITAL AGE

MARKET VERTICALS

Transportation Healthcare Hospitality

Financial Services Manufacturing

LOTS OF EMAILSNOT A LOT OF STAFF

LOTS OF UNHAPPY CUSTOMERS

DISTILLING THE TEAM EMAIL PROBLEM

Workflow Tracking Reporting

Inbox free-for-all

Accountability

You don’t have any!

Kathy OsborneCustomer Service Manager, Caldwell Manufacturing

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

CHALLENGES:

• Finding conversation history• Ensuring no emails go unanswered

• 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

Doug LongDirector of Marketing, Emailtopia

• 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

The RESPONSE Solution

Workflow Tracking Reporting

• Intelligent assignment• Flexible rules to prioritize• Schedule aware• Conversational affinity

• 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

QUANTIFIABLE ROI

ComplimentaryEmail Workflow Assessment

Request a demo of Response

[email protected]://emailtopia.com/demo-request