Spirax Sarco chose Emailtopia’s Response to handle their inbound email. With its built in automatic message distribution system, comprehensive message tracking, detailed performance reporting and full Outlook compatibility — Emailtopia’s flagship solution is a perfect fit for Spirax Sarco. A custom dashboard was also created for Spirax Sarco to keep their email teams informed of current performance and mailbox health. The dashboard highlights key customer service metrics, allowing agents to receive immediate feedback on their performance throughout the day as well as when priority emails require more attention.
Emailtopia’s Response eliminates the need for a dedicated triage agent to manually distribute emails, as this can be done automatically with a Round Robin or Load Balancing methodology. The automatic message distribution is considerably faster than the manual alternative and also eliminates distribution error. This new efficiency allowed Spirax Sarco to reassign their human capital more to more productive roles in the organization.
Real-Time Dashboard: A dashboard that displays key metrics on a large screen was created for Spirax Sarco. The most pertinent metrics were determined by management, and laid out in a visually appealing and easy to read format for the agents.