ermTrack

ETrack is designed for customer service centres, which today use a normal email client or other simple product to handle enquires from their customers.

The biggest difference between eTrack and a normal email client such as Outlook or Notes mail is that eTrack is not based on email inboxes with emails inside, but instead provides access to email processing based on “skills”.

By this, we mean that your employees, either individually, or team based, can have differing skills sets within differing areas, and should only be shown those customer enquires that relate to their skills. I.e. you would prefer your sales teams handle sales enquires and your technical support department handles technical support enquires.

We have provided the following process description to help you understand all the aspects of eTrack, and to get an overview of how eTrack can help you in your daily business.

The process involved in handling enquires from clients can be divided into 5 logical main steps.

Gathering
Distribution
Handling
Archiving
Follow-up

Gathering

The first step, which you should have focus on when you allow your customers to write to you, is to ensure you get all the information required to handle the process ”up-front”.

If the customer requires a new copy of an invoice, then the customer service agent requires different information from the customer, than if they were asking for a manual for a product they had previously purchased.

If you do not ensure that customers provide topic specific information when sending an enquiry, then, in most cases, your agents will have to reply to the customer, asking for more information to process their enquiry.

eTrack handles this through:
- eTrack Dynamic Forms

Distribution

If you can get the customer to choose a topic (Press 1 for Sales, Press 2 for Support, etc), you can then match any enquiry to the right department or team in your company.
No one is required to manually look at incoming emails to re-distribute them to the correct department or team – it happens automatically.

The means you get a faster ”flow”, fewer manual processes, and due to it’s integration with the structured information collected in the first step “Gathering”, you end up with a shorter handling time and faster responses out to your customers.

eTrack handles this through:
- eTrack Dynamic Forms
- eTrack Category Match (for direct emails)

Handling

When an enquiry needs to be answered, after it has arrived and been distributed to the right person, team or department, then there are some elements you want in place.
A standard header (images, case number, Dear Peter Peterson), footer (Regards xxx, policy, etc) and fonts etc are all common.
The trouble with a standard email client is that the “standard” has to be written in or copied/pasted every time.

Other times, you may simply need to respond with a standard response – “You can find all manuals to your product on www.xxxx.com/product_manuals”, and there is no reason your employees should need to write these types of responses every time they receive a simple request.

This is why it is a good idea to work with pre-defined responses, that are managed centrally and not de-centrally (by each employee) – which is the case if you use a standard email client. The goal is to ensure a uniform look, feel and tone, while at the same time, ensuring that your employees can modify the text on the fly if a standard response is inappropriate.

A good example could be a fuel company, where 5 out of 20 customer service agents, always attach an older price document when responding to price enquires, simply because they have it on their ”desk-top”, instead on using the newest version which resides on one of the companies file servers. NOONE can guarantee this does not happen if you use standard email clients.

eTrack handles this through:
- eTrack Header/Footer modules
- eTrack Template manager
- eTrack Document manager
- Ability to only allow specific users to attach documents “on-the-fly”

Archiving

One of the more important growing concerns with professional companies is the need to be able to archive, and thereafter search and find, previous correspondence. Not only limited to what was asked and responded, but all the communication between the company and customer, when and by whom. This is often why enormous amounts of resources are spent on CRM Solutions.

The problem is often that that archiving all mails, in and out, times, ”by whom”, etc is at best difficult with standard email clients. It also often requires cut and paste (if the employees remember to do so), and in worst case, never saved or placed in the CRM system at all.

The low data connection in most companies between email and CRM systems should be completely unacceptable, but it is a fact that this is exactly the case in many companies.

eTrack handles this through:
- Full historic information (who wrote what and when)
- Ability to see all incoming and outgoing mails on current “case”
- Ability to view all previous “cases” at a click of a button
- Ability to export case information automatically to CRM system via webservice
- Ability to search in all historical cases (up to 2 years)

Follow-up

When you evaluate the effectiveness and quality of outgoing responses – you can do so by studying, not only service times, but also by uniformity, font types, number of spelling errors, number of responses coming back due to enquiry not closed first time around, etc.

The challenge, when a customer service department uses a standard email client, is no matter what you are wanting to evaluate or control, then is MUST be done manually, and therefore, usually never is performed.

Follow-up and analysis is the ONLY way you can improve your customer service level, both in regard to timeliness and quality.

eTrack handles this through:
- eTrack Event Tracker – who did what and when
- Ability to see any correspondens (always chronological)
- ETrack Statistics

The eTrack tool

The email version of a ”Voice Response System”, plus much more.

ETrack, ensures that ALL the above elements in the process are addressed – your standard email client, at best, ensures only a few of these elements get addressed, and often depends on whether your employees are either good or bad at following the processes requested of them.

With eTrack, an email can NEVER be deleted or be left unanswered – the process is a closed circle. The process MUST be followed, as agents can only do what the system allows them to do.

You can read more information regarding eTrack on our website here – or you can feel free to contact us – and we will get in touch with you as soon as possible.
ETrack – Better Customer Service – NOW!