Entirety's team depends on email to manage international projects from start to finish. With Email Meter, they respond to critical email faster and make sure that their SLAs are met constantly, without manually tracking inboxes.
Entirety is an international firm working closely alongside their clients to help them navigate compliance and certification processes in over 185 countries. Aside from their customers, they maintain contact with a large web of stakeholders who perform various functions throughout the regulatory chain. The vast majority of their communication takes place via email and as is typical in service based industries, the customer experience is at the forefront of their priorities.
Entirety knew that they wanted to have stronger client relationships and a higher standard of customer service. One facet of this approach is to make sure that their clients never feel like they’re just communicating with a computer; every interaction should be meaningful. To do this they needed to better track email habits and make sure that there is constant and consistent communication. However, it was difficult to conceptualize how well they were doing and how they could improve due to a lack of visibility. For a brief period they tried to track email metrics by hand, but it took far too much time to analyze and they were unable to get the insights they needed.
To achieve their desired level of customer service, they knew they needed to be meeting a 4 hour turnaround time. Entirety knew they would not be able to easily measure their employee’s email habits without some external help, so they began researching ways to obtain email metrics when they came across Email Meter. Since installing Email Meter, they’ve been able to track their performance monthly and use a comparison chart to see how people are performing. They’ve seen improvements in meeting their 4 hour SLA, and have begun customer service best practice training across teams in an effort to keep up this progress.
Entirety frequently run reports using raw data they export from Email Meter. They are able to easily export their data to Excel and quickly identify emails from the previous day that went unanswered or didn’t make the 4 hour SLA turnaround time. Equipped with this information, they are then able to reach out to the agent responsible for this client and better understand why the email was left unresponded. This has helped increase accountability as well as uncover breakdowns in the customer service experience.
Entirety hosts a team meeting at the beginning of each month to share data and see how everyone is doing with their response time. Employees don’t feel as if Email Meter is invasive or monitoring them, but rather a tool to help them improve and be more mindful of their email habits. Managers have one on one meetings with their team members to look over their data and set strategies to help them increase their performance.
Email Meter is very user friendly for studying statistical data related to email data. It’s very efficient and reduces the amount of work that you need to do internally to track this data. This provides a lot more visibility, as before we were manually tracking inboxes on a daily basis and it wasn’t giving us the key metrics we needed.
With their dashboard they are able to see workloads for each employee, which is useful for addressing complaints such as having too much incoming work to deal with. They can see how many inbound emails each employee handled that week and take measures to make sure emails are being fairly allocated between employees. Whenever they need to assign ad hoc projects to someone, they can double check their workload to make sure they have the spare time to take on additional assignments.