This Fortune 500 company needed email statistics throughout their whole company. With a custom Email Meter dashboard, they spotted unseen problems and improved internal processes to save hours of work every week.
Without a “brick and mortar” storefront, their customer relationships are managed entirely via their Customer & Technical Excellence Teams and their Sales Teams. Almost all customer communications flow through email, meaning it is a vital part of the experience of all their customers.
Despite email being such an important part of their business, they did not have a clear picture of how their various teams handled email. With no way to understand what their customers experienced, Management knew they were dealing with a glaring blind spot. Despite their best efforts, internal attempts at collecting data just weren’t giving them what they needed—these attempts did however allow them to identify what email statistics they wanted to know.
Most importantly, they knew they needed a uniform process to collect email metrics, which they could standardize across all teams. They wanted answers to the following questions:
Avery Dennison knew what they wanted, but it was hard to find a partner who could give them data without trying to force their processes into entirely new platforms, like a helpdesk or a CRM. They wanted to keep using their email as normal, and pull analytics from on top of this.
It was at this point that they found Email Meter, who worked alongside them to create a fully customized email analytics dashboard, encapsulating their specific workflows and providing standardized KPIs for use across their organization.
They can now:
This finally gave them much needed insights, and with that the ability to monitor and improve their customer experience.
Avery Dennison team leaders now start their day by checking the dashboard as a part of their daily improvement meetings. Three main areas of progress that they’ve noticed are the following:
Avery Dennison had specific needs when it came to measuring response time, not only directly to customers, but for the internal communications that external response times depend on. Their Response Time page included many unique metrics to help them determine where the bottlenecks were in their support process.
Using their custom Delegated Inboxes page, it was easy to see which inboxes were overloaded and who was taking on the brunt of the work. They were then able to successfully distribute work between teams and in turn improve the customer experience.
They discovered which internal processes caused high-effort, multi-touch email threads—leading to review and improvement of those processes. This was made possible by the Thread Analysis page in the dashboard to determine which topics were consistently creating long and complicated conversations.
The Email Meter team is committed to keeping the dashboard in sync with Avery Dennison’s needs as they change and emerge. The customizable nature of Enterprise Dashboards makes it possible to quickly modify metrics and incorporate new workflows. Avery Dennison and Email Meter now meet on a quarterly basis to review the data together and identify areas of improvement as well as future projects.