Erb initially sought a solution to the archiving and storage issue, especially since many inbound emails had large files attached to them. Additionally, though, it became clear while looking for a solution that there was an opportunity to streamline the workflow at the same time, by implementing a more comprehensive email workflow management approach.
The Erb team was particularly interested in automating the distribution of email to customer service agents. As Sheila Kirtz, customer service manager, explains, in the transportation industry speed of response is paramount – “if we don’t reply to email enquiries within 20 minutes the business has probably already gone elsewhere.”
Some of the pressure could also be taken off agents by building sophisticated standard responses and, in some circumstances, automating the reply altogether. And, of course, Response provides an easy way to ensure that every incoming email receives the attention it needs: nothing is accidentally ignored or deleted.