Products

Shared Mailbox Analyzer: MS Exchange / Outlook Shared Mailbox Workflow, Analytics & Reporting Solution

Enhance Customer Satisfaction, Reduce Cost of Service, Increase Responsiveness and Generate Revenue Opportunities

"While we do conduct periodic customer satisfaction surveys, Messagemind’s real-time reporting on how effectively my team (4 service representatives managing a customer service group mailbox receiving 500-1000 emails per day) is meeting customer needs is a game changer..."

- Manager Operations, Supply Chain Department of a global healthcare conglomerate

What it is – What it Does

Messagemind’s Shared Mailbox Analyzer is smart software that allows customer service departments to continue working within their familiar MS® Outlook / Exchange environment while increasing their productivity and enhancing customer satisfaction.

Exchange/Outlook Shared Mailboxes (example: send customer support request or send your sales inquiry to ___________@company.com) are most commonly used as a communication tool as well as a repository for customer service interaction.

While this approach may provide flexibility and ease of use; customer service managers face difficulty in measuring performance levels, work-flow management, accountability, analytics and reporting on meeting customer needs.

Moreover, customer service departments are under increasing pressure today to perform with less resources, take on more responsibilities and have a real-time pulse on the quality of their customer service from both domestic and outsourced/off-shore service centers.

Some leading customer service organizations are going one step further by identifying additional revenue opportunities, analyzing customer feedback and emerging market trends, as well as sharing insights with their sales, marketing & product development departments.

Messagemind is helping global organizations to meet these challenges for competitive advantage.

How it Works

While easy to implement and un-interrupting to end users, Shared Mailbox Analyzer leverages Messagemind’s core technology competencies including:

• email Dynamic Prioritization™
• intuitive workflow & business rules
• smart learning from individual & group clicking behavior
• automatic measurement and reporting of productivity and insights on customer feedback
• common trends & identifying additional revenue opportunities (Messagemind provides standard web services connectors to CRM systems such as Salesforce.com)

Shared Mailbox Analyzer technology works in the background capturing email intelligence and collective users’ activity from MS Exchange Server via standard web service connectors. Messagemind software does not require any change in the MS Exchange/Outlook email flow or installing any software on MS Exchange Servers. This solution meets security & performance requirements for highly regulated, mission critical or distributed Exchange environments.

Third-party Exchange Server hosting or outsourcing environments such as Microsoft® Office 365 are also supported. If Web Services to MS Exchange is unavailable, Messagemind’s platform has the capability to mine intelligence directly from a user’s PC / MS Outlook client.

Messagemind Shared Mailbox Analyzer consists of the following three modules. One or more of these modules can be selected based on business requirements:

• Email Workflow, Accountability and Priority Management

• • Works within MS® Outlook Inbox
  • Supports individual and group (MS Exchange/Outlook) mailboxes
  • Smart patented algorithms automatically learn sender (client) priorities, critical events, and context based on past email history and ongoing email activity & users’ actions
  • Performs hundreds of complex calculations within milliseconds to analyze each email from many different angles such as subject, sender, other recipients, content, context, keywords, relationships and categorize it into one of 5 priority levels: Very High (Critical), High, Medium, Low or Someday
  • Users can change priority and provide feedback to the algorithms
  • Granular tracking of “open”, “work-in-progress” and “completed actions” configurable to meet business requirements
  • Automatically tags email and routes them to the most suitable service representative or manual assignment of email to a particular service representative
  • Email life cycle management including email tagging, folder management & filing-configurable to your requirements

• Real-time Analytics, Reporting & Dashboards

• • Operating in the background, Messagemind’s smart business intelligence engine automatically captures complete email information including email header (sender, date/time, subject, etc.), email subject, email content and attachments
  • Captures individual (respective customer service representative-wise) and collective activity
  • Real-time analysis and reports on quantitative metrics such as volume and time metrics at individual and group levels - Key metrics include volume of email received, read, sent, received time, read time, reply time, number of cycles and end-to-end cycle time, among others
  • Real-time analysis and reports on Messagemind’s unique patented qualitative metrics such as productivity index, time to resolution (completion), keywords parsing & sentiments analysis from customer communications
  • Real-time analysis and reports on customer-wise activity, service level metrics (volume received, response time, cycle time), particular issue tracking and recurring issues
  • Mines other electronic communication & collaboration data streams such as Instant Messaging, Voice Systems, SharePoint, documents, CRM, LDAP

• Real-time Search, Advance Business Intelligence, Exceptions & Alerts Management

• • Real-time intelligent search
  • Establish service-level agreements (SLA’s), exception alerts & escalation management - spot deviations and drill down to learn who, what, why, and when
  • Automatic mapping of client relationships and expertise from email communication - Integration with leading CRM and knowledge management systems
  • Measure and analyze back-office collaboration and identify delays and communication bottlenecks
  • Create customized dashboards and reports for Six Sigma, ITIL, ISO, COBIT, compliance and auditing
  • Central admin console to configure security and privacy policies (including EU privacy)
  • Open data warehouse architecture and standard API’s to easily import and export intelligence with other enterprise systems such as CRM, knowledge management and marketing systems

Who Benefits

This solution is particularly valuable to customer service, sales, marketing supply chain, logistics and operations where “email” is a major communication and workflow channel.

Key Benefits