How McNaughton-McKay Eliminated Missed Customer Emails with Automation

McNaughton-McKay Electric Company is a wholesale electrical distributor. They offer a full line of products ranging from pipe and wire to complex automation control systems, serving everyone from small electrical contractors to large-scale manufacturers.

Challenge

The team at McNaughton-McKay faced issues with managing shared mailboxes effectively. When key team members were unavailable, emails were often missed or assigned incorrectly. Manually enabling and disabling Outlook rules proved unreliable, leading to inefficiencies and missed customer inquiries. The team also spent significant time on email management tasks that reduced their overall productivity.

Solution

With Emailgistics, Stephen, Branch Operations Supervisor at McNaughton-McKay, created automation rules to assign emails to the appropriate customer account specialists or backups based on subject lines and other relevant information.

The introduction of primary and backup assignments ensured that no emails were left unaddressed, even when key team members were unavailable. Round-robin distribution helped balance workloads by routing unassigned emails to the next available team member. Automated alerts helped monitor unanswered emails, ensuring timely responses and better mailbox management.

McNaughton-McKay's successful adaptation of Emailgistics highlights the power of automation in improving email efficiency, visibility, and accountability.

Benefits

Improved Email Efficiency

Automated email routing eliminated the need for manual intervention, ensuring that emails were assigned based on subject lines, customer account numbers, or domains. Round-robin distribution further streamlined the process, allowing the team to balance incoming workloads automatically across available agents.

Better Accountability & Visibility

Keeping conversations in the shared mailbox provided 100% visibility into email status, ensuring that all inquiries were tracked and followed up on. The improved transparency reduced miscommunication and allowed team members to collaborate more effectively.

Optimized Workload Distribution

With primary, backup, and round-robin assignments, no emails were left unaddressed even when key team members were unavailable. This structured workflow balanced workloads, improving customer response times and service reliability.