P&O's e-mail management is now plain sailing

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.

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