With more than 3,000 electronic enquiries per month from the website eniro.dk, it was essential for Eniro to find a dedicated tool to support the process in their customer service department.

“Our normal mail software which we have used so far in handling the electronic enquiries from our website, provided us with a number of well-known functionalities. However, this was not good enough as our costs increased continuously in line with the number of enquiries to our customer service department”, says Heidi Bligaard, Customer Service Manager for Eniro.

 “We found that our response time became longer and longer and that the amount of enquiries almost increased monthly. Our initial attitude was that we would be able to develop our own tool which could support our needs. However, we were impressed by the features in the application and the well-known Windows XP-like user interface that we wanted to run with eTrack. The decisive factor, upon which we made the decision to use eTrack, was that we did not have to wait 9-12 months before our own people could introduce a version 1 of an equivalent self-developed system, but with eTrack we could be “in the air” in 3 days”, continues Heidi Bligaard.

More than 5,000 hours have been spent on developing eTrack and we have just recently released Version 4 of the Customer service management module of the tool, that intuitively allows users to handle ERM in a fast and structured manner.

eTrack is primarily developed according to the needs and wishes of the eTrack customers, and continual improvements are constantly released.

“Our expectations to eTrack are that we will be able to handle all incoming enquiries within 7 hours (one working day). Via the inbuilt statistical module, we found that we now spend, after we started using eTrack,  50% less time on each enquiry, partly because we do not have to distribute the enquiries to the right person and partly because we are now able to respond to the enquiries based on the pre-defined replies, says Heidi Bligaard.

“Actually, our experience with using eTrack is already so good that we have recommended eTrack to our Swedish sister company – and with 3-4 times as many enquiries in Sweden as in Denmark there is a huge potential for savings and improved customer service”, concludes Heidi Bligaard.

Eniro’s eTrack solution was implemented with less than less than 1 hour involvement from Eniro’s IT department. In addition, Eniro’s customer service department spent a total of 4 man days, setting up  forms, defining  standard answers and educating their customer service staff.