P&O Ferries has implemented an advanced e-mail
management system to help its customer service team provide more
personalised, accurate and rapid responses to customer e-mail
enquiries.
Using the Talisma Email system, P&O Ferries can
also effectively route and track all e-mail communication, while
monitoring agent performance and customer service levels.
The system has enabled P&O Ferries to deliver a more
consistent and personalised service by giving agents a real-time
view of a customer’s interaction history, ensuring responses are
always relevant.
E-mail processing time has also been reduced by using
intelligent routing rules that direct e-mails to appropriate agents
and allowing agents to select and use pre-written “suggested
responses”.
In addition to assisting front-line staff, Talisma Email is
enabling P&O Ferries’ management team to continuously review
its e-mail customer service and identify any areas that require
improvement.
The system’s reporting functionality provides real-time views of
service levels, such as e-mail response times, and enables the
management team to measure agent performance.
“Our customer service team supports a very large customer base
so it is vital that our team has the right tools to effectively
manage incoming e-mails and ensure accurate and timely responses,”
said Mike Webb, customer service manager at P&O Ferries.
“Talisma Email has also cut our average e-mail response times,”
said Webb.
Managers lax e-mail use is putting security at risk
>>
E-mail for SMBs: IT Management Guide >>
Sloppy e-mail management puts UK firms at risk >>
Has e-mail become more of a hindrance than a help in your business?
>>
P&O Ferrymasters streamlines e-mail management to improve
operations >>
P&O Ferries website >>
Comment on this article: e-mail
computer.weekly@rbi.co.uk