Acquis has been providing insurance products and services to the European finance and leasing industry for over a decade. As experts in the finance and leasing industry, Acquis provides the highest quality insurance products and services, delivering impressive and sustainable results to the leading asset finance and leasing companies across Europe. The Acquis Customer Service team supports clients in 16 countries and 22 languages. Email is a crucial part of their operations and allows their teams to collaborate effectively.
Challenges
Sorting Emails
Before Emailgistics, the Acquis Customer Service team used a ticketing system; team leaders had to manually assign all emails in one central inbox to each team member. The department receives a high volume of emails per month in 22 languages, so manually assigning emails mixed in one place was highly time-consuming.
“It would take ages to deal with one email because we would have to go through a whole process that required us to fill out a form,” said Mariana, Operations Manager at Acquis.
Analytics and SLA tracking
The ticketing system that Acquis was previously using did not offer dashboards, making it difficult to see their SLAs at a glance. Acquis was searching for a solution that would improve their analytics and SLA tracking process, and ultimately help them continue to deliver great service to their clients.
Templates
Acquis also tried using the shared mailboxes in Outlook for their Customer Service team. Although Outlook offers email templates, they didn’t meet the team’s needs. “The templates on Outlook aren’t great. They’re stored locally, so users can’t use the same generic template.” Previously, the team stored all their templates on SharePoint, and users would have to copy and paste the template into their email on Outlook.
The Solution
No Longer Have to Worry About Assigning Emails
Before Emailgistics, users didn’t limit the number of emails they could receive, nor could they insert their schedules. Since implementing Emailgistics, reassigning emails has become much faster for the team. Users can receive a maximum of 10 emails by utilizing the inbox limit feature, ensuring that emails are spread out amongst everyone, and no one is working beyond their bandwidth.
“If an advisor gets an email that someone else was working on, but that individual isn’t available anymore and forgot to update their schedule, the advisor can easily assign the email to the next available person.” Users can now schedule time for lunch, holidays, meetings, and sickness. “It’s been working great,” said Mariana.
Previously, it would take users approximately 4-5 minutes to work an email. Now with Emailgistics, the team has been able to cut that time down to 3-4 minutes. Mariana notes, “It doesn’t sound like much, but it is a lot. It makes a huge difference.” The team can also track how many emails each user works and how long it stays in their inbox, which they weren’t able to do before.
Rules and Alerts
Acquis is a global company that works in many different countries and with multiple languages. To increase productivity and efficiency, the team uses a language-based assignment to route emails to the right person. When an email contains certain words – for example, words in a language other than English – the email gets auto-assigned to the correct person.
Before using Emailgistics, a team leader was required to look at all the emails within a given inbox, figure out what country the email belonged to and assign it accordingly. “It used to take me the whole day to go one by one and say “This is a French email, it goes to this person” etc.,” Mariana mentioned.
Mariana noted that the alerts feature has also been great for the team. If an email goes unanswered for 12 hours, the team leader receives an email alert notifying them. Then, the leader sends a general reminder to the team that some emails need to be actioned. If there’s no action on the email within a couple of hours, another alert gets sent, and the team leader can speak to the individual assigned to the email.
“When Emailgistics released tagging functionality not only were we able to track certain types of emails in reports, but tags gave us the flexibility to create specific alerts for emails that have more aggressive SLAs. These tag alerts have helped ensure our claim requests are actioned quicker,” said Mariana.
Conversation History and Templates
The conversation history feature lets you see everything you need to know about the email, all at a glance. Mariana appreciates knowing why a specific email has been sitting, where it was before, and what action team members take on the email. Moreover, the team uses this feature and many others for their monthly Q&A review. “Everything is done through Emailgistics. With the history, it’s easy for team leaders to copy and paste the conversation ID number and have all the information in one place, with a timeline of emails rather than going through every email one by one.”
The templates have been great for the team as well. “They saved my sanity,” Mariana noted; the templates offered by Outlook are stored locally, so users can’t all use the same generic template. Emailgistics templates are organized per mailbox, so you can ensure that every employee uses the same, consistent template. The templates are also easy to amend on the spot as necessary.
Dashboards and Reporting
The dashboards offered by Emailgistics have helped Acquis make critical decisions, plan their workforce and make hiring decisions. For example, if the team is expecting a new, large client, they can look at the dashboard and gain insight into some key metrics. These include how many emails are being received, how long it takes to respond to an email, how many emails are being responded to, etc. By looking at these metrics, Mariana can see if she needs to hire more people to ensure that the team keeps working efficiently.
Mariana noted that her favourite feature is the dashboards and reporting. “Emailgistics reporting makes my life much easier than other reports I’ve used previously.” The dashboard is completely customizable, meaning she can choose what information she wants to see quickly. “I can easily see how long the oldest email has been sitting and how many emails have been received today without having to pull multiple different reports.”
Emailgistics has increased productivity, visibility, and ease of access to information for Acquis. “As someone who manages a team of 25 people, it’s become much easier for me to know and see everything and a result, deal with situations more effectively.” Emailgistics is quick and easy to onboard for your shared mailbox. “I would recommend Emailgistics to other teams and love your customer service. If we ever have a problem, we reach out to the support team, who is extremely quick to help us.”
