Project Description

Case Study: Southern Cross

Established in 1982, Southern Cross Travel Insurance (SCTI) is a leading specialist travel insurer in the New Zealand market and is a relative newcomer to the Australian market, crossing the Tasman in 2009. SCTI has chosen Emailtopia Response as its solution for optimizing their email management process across their operations. Since its establishment, SCTI has been primarily servicing their New Zealand customers via phone based contact center consultants. But when establishing its Australian business, SCTI wanted to become a web-based company, with phone services only available for worldwide emergency assistance (a 24hr service for policyholders wanting advice or support when needing to claim). Being web and email-based for customer service means they can focus on offering competitive premiums. However it also provides the challenge of making sure they continue to “wow” their customers with great service and a speedy response.

From The Client

We receive emails from various sources, such as sales, product inquiries and claims, as well as using email for important internal communication. For us email presents a challenge of how to distribute work in the most efficient way possible.
The main thing we gain from using Response is control. This system gives us everything we need to ensure that our team administrators can organize their team’s email work with the utmost efficiency.


When looking for an email management solution, SCTI wanted a system that would be able to deliver solid efficiency gains for their email workflow. At SCTI much of their customer service work is assigned by team administrators to consultants via email. In order to accomplish substantial improvements they needed a system that could allow their non-technical team administrators to be able to change the configuration of their mail flow so it matched up with their business needs. Furthermore, they were seeking a tool that could provide strong email metrics that would give them the information needed to optimize email workflow.


Managing Workflow: SCTI uses various incoming email rules, as well as Round Robin message assignment to efficiently assign work to agents. Customer email inquiries are automatically assigned to the appropriate consultants so priority tasks are distributed in a fraction of the time. Whether creating a new keyword triggered rule or changing the permissions level of particular consultants, non-technical business administrators are able to use the Response Administration to implement changes themselves.

Email Reports: SCTI uses email reports to keep a close watch on the email volumes of their team members. By being able to accurately check the real-time distribution of messages within their system, they are able to make well informed changes to the setup of their email distribution process within Response.


SCTI no longer have to worry about an email being deleted or lost. Staff are able to search and recall messages from previous claims or previous policies within a couple of clicks. Emailtopia’s Response allows SCTI to maximize the efficiency of their email workflow. The system puts full control in the hands of the team administrators. Administrators are able to set up a mailbox configuration that meets their teams’ needs and then use insight from email reporting to tweak how the system is set up. Using Response, SCTI’s team administrators save hours each week on organizing work tasks, and monitoring changes in email volume.

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