Tsubaki is a world leader in the manufacturing of precision roller chains and power transmission products. For nearly 100 years, Tsubaki has built a reputation for pairing ingenuity with dependability, and strives to maintain that reputation with equally impressive customer service.
Challenge
The manager of the inside sales department noticed a discrepancy with the data available to his team. The QAD ERP system offered data and metrics on completed orders, but those metrics did not include data on team email addresses, such as response times and group mailbox performance.
Because management made key decisions based on data reported through the ERP system, Tsubaki sought a method for managing their email workflow and tracking inside sales agents' performance.
Solution
Emailgistics enabled Tsubaki's managers to transition from manually distributing email to an automated, rules-based system, and provided sophisticated real-time performance monitoring tools and reports. Emailgistics integrates seamlessly with Tsubaki's existing email infrastructure, allowing agents to continue working in a familiar environment.
"Our customers noticed how much Emailgistics improved our quality of service through email. We compared the number of calls and emails we received each month prior to and after implementing Emailgistics. We found that we received 15% fewer phone calls and 25% more emails directed to our customer service department." Mark T., Inside Sales Supervisor
Integration, Custom Scripts & Automation
Emailgistics created a custom script that integrates with QAD — the ERP system deployed across all Tsubaki's facilities. The script allows QAD to notify Emailgistics when a quote or order has been closed, and automatically closes the corresponding email. This saves each agent approximately 60 seconds on every single quote and order email. The time saved compounds with every additional agent hired and every additional email answered.
Performance Reporting, Tracking & Auditing
While dramatically improving a team's performance is a good thing in any business operation, it is even better to be able to monitor and manage that performance increase to ensure it is sustained and baked into the corporate culture.
Emailgistics tracks every aspect of every email in the system: time of arrival, which agent it was assigned to, elapsed time to process the email, and when the message was closed. Any email can be tracked at any time to find exactly where in the system it is located. Messages that have slipped through the cracks will show up in daily performance reports, ensuring customers' emails are never forgotten or ignored.
Benefits
Measurable Customer Impact
A 15% reduction in phone calls alongside a 25% increase in email volume tells a clear story: customers received faster, more reliable responses and stopped calling to follow up. Improving email quality reduced the overall contact burden on the team while raising the standard of customer service.
Time Savings That Compound
Sixty seconds saved per email adds up quickly. Across a full team processing hundreds of emails each week, that time compounds into hours of recovered capacity every day. And as Tsubaki's team grows, the savings grow proportionally — without any additional configuration.
Complete Audit Trail
Every email is tracked from arrival to close. Daily reports surface any messages that have slipped through the cracks before they become a problem, and the full audit log gives management confidence that every customer inquiry has been properly handled.
