The Shared Inbox Challenge Houston, we have a...

The Shared Inbox Challenge ? What is going on in your shared inboxes?

???? The Shared Inbox Challenge Who is responsible for what? What is being done? When will it get done? What is the priority?

Case Story Problem  Customer service would like to continue to use a shared inbox so that customers can send an to ”customer service”  The customer service representatives have a difficult time knowing who should do what and how to keep track of it all Solution  Atrendia creates a modified version of the AST method that allows users to view the customer service inbox.  Each representative can initial the e- mail he is in charge of  Notes can be made directly on the mail to show how the case is being handled without having to enter it into the CRM Result  Customer service representatives feel like they have a reliable system  They have an overview of all the cases but can also filter their view so that they only see the cases that have been assigned to them – or ones they have assigned to themselves  Mails are viewed 70% less because they are assigned  Customers receive faster assistance  Stress has been markedly decreased  Representatives are clearly aware if a correspondence has not been dealt with Shared Inbox Slide 4

Review old method 5 Mail received Internal mails given deadline in subject line if there is a customer deadline Inbox mover person puts the category with the person's name Owner removes the category and replaces with product category Inbox mover Sort by different categories Delegates to product categories Category Owner Look for A or A+ customers Check domain list to see if they are and A+ (4hr.) or A (24 hr.) customer Person Change categoriy to name of lic. Specialist if A+ If not, then look for "A" first Start at the bottom of the list for the rest (B, C customers) Challenges People cherry pick instead of taking the bottom mail Employees forget that they have the inbox mover role Sane has a star system Some use tasks - share rights to tasks No follow-up when sending pricing to customer (Cc: acct. Mgr.) No set standard mark up No thresholds on mark-ups No fixed amounts for A+ No promotion of new ideas A lot of stress

7-step 1. Learn about the NEW possibilities 2. Design the right solution for ATEA 3. Document the solution 4. Try it out for a few days 5. Make changes 6. Document 7. Continue to upgrade and ask for customizations 6

The Shared Inbox Solution New ”Responsible” column where users or a delegator can assign mails New Next action column to see what is being done New ”When” column to see when it is due

Different names for different languages The Shared Inbox Setup

The Shared Inbox Toolbar Takes you back to your personal inbox Keeps you aware for what’s going on (numbers of mails)

When you click on a shared inbxo… Delete button and A+, A, B, C customer ratings Filters

Scenarios  Mails arrive and are:  Deleted or given a CATEGORY and dragged to a Shared Archive folder  Given a CATEGORY corresponding to a product category  Prioritized in the COMPANY field corresponding to a priority (A*, A, B, C)  Assigned to a RESPONSIBLE (Initials – you must know the correct ones) 11

Scenarios  Individuals who share the inbox:  Sort by Today or All  Sort by All mails, Just me, All assigned, All unassigned  Re-prioritize in the COMPANY field corresponding to a priority (A*, A, B, C)  Re-assign to a RESPONSIBLE (Initials – you must know the correct ones) 12

Let’s create our solution! 13

Atrendia copyright 2012 Cutting edge methods for companies that persue greatness The Shared Inbox Solution