Enhancing Service
Issue:
A global Fortune 100 company was servicing key customer accounts via email. Given the importance of this communication, the company was frustrated by its inability to access the quality of email responsiveness. What little data they had was isolated and ‘piecemeal’, and provided manually by individual users.
Management sought a solution that would work in the background, automatically capturing critical email performance analytics. They also wanted to establish key goals, set levels for email service agreements and measure and evaluate opportunities for improved performance.
Solution:
After careful analysis of available technologies, the company selected Messagemind’s AVATAR and PRISM solutions. They were interested in the products’ ability to perform Total Quality Management of Email (TQME), seamless integration with MS Outlook® and mobile devices, as well as web-based reporting functionality. PRISM was also distinguished by the ability to perform statistical analysis incorporating Six Sigma principles.
Outcome:
The technology was deployed in just four weeks, with minimal training required for end users. The analysis performed was able to identify operational flaws and cross-functional communication bottlenecks that were causing delays or oversights in the company’s response to customer email.
With the help of PRISM and AVATAR, management and end users can now identify current actions related to a particular email and take proactive steps to avoid customer delays, such as identifying subject matter experts best suited to solve a customer’s problem.
By providing new operational visibility and breaking down divisional silos, Messagemind™ is helping to improve customer satisfaction, reduce operational costs and provide a “pulse” on operations to the quality control and compliance divisions.