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

News

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

Antony Savvas

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


Email Alerts

Register now to receive ComputerWeekly.com IT-related news, guides and more, delivered to your inbox.
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
 

COMMENTS powered by Disqus  //  Commenting policy