Helwig Carbon chose Emailtopia Response to handle their inbound email challenges. With Response’s built in automatic message distribution system, comprehensive message tracking, detailed performance reporting and full Outlook compatibility, Emailtopia’s solution was a perfect fit for Helwig Carbon.
With Response’s thread history tool, management can quickly view the entire lifecycle of a customer email transaction, raising the level of accountability department-wide.
Response’s search utility has proven extremely useful as well. Coupled with the existing ERP system (to which email communications are attached), the powerful search function has vastly improved Helwig Carbon’s ability to trace and track email conversations, and to follow up with customers in case of an issue.
Automated Message Distribution
Response eliminates the need for a dedicated triage agent to manually distribute emails, as it can distribute messages automatically. The automatic message distribution is considerably faster than the manual alternative and also eliminates distribution error. Helwig’s own internal time study estimates that over 6 hours of manual triage message assignment are saved every day with Response’s automated distribution.
Rush Priority Distribution
The Helwig Carbon Customer Orders team receives dozens of Rush orders daily that require immediate attention. Emailtopia worked with Helwig to provide a custom solution that would:
- mark Rush emails to be easily identifiable by agents
- have Rush emails take priority when distributing emails to agents
This workflow happens simultaneously when Helwig receives a Rush order, allowing for faster replies. Now all Rush orders are processed into production systems same day.