ShebangShebang Technologies Group Ltd is a complete telecommunications service provider whose aim is to simplify the mobile market by offering a one-stop-shop to its retail partners. Logicalware’s customer support solution helps them achieve this aim.
The challengeShebang process a wide variety of emails every day from each of its retail partners. The challenges for Shebang became “how do we segregate these emails so the correct people handle the correct emails” and “how do we provide statistics and reports back to our retailer partners”.
How the challenges were overcomeDespite having a large number of different types of emails from a large number of sources, Shebang is able to segregate these emails with ease.
Within one Logicalware account, Shebang setup multiple inbound accounts for each of the email address it was required to handle from their retail partners. The emails sent to their retail partners are forward to those inbound accounts and held within a dedicated queue. To ensure the correct people process the correct emails, Shebang setup groups of people. Users trained to deal with specific retail partners are added to groups with one group setup per retail partner. These groups are the assigned permissions to access the appropriate queues.
To enable Shebang to provide statistics and reports back to their retail partners, Shebang makes extensive use of categories. When emails arrive within their inbound account they are automatically assigned 2 levels of categorisation. The first determines the retail partner and the type of enquiry by the second. A third level of categorisation is then assigned manually by the user who is processing the email. This category determines the reason for the email.
Reports are then generated that provide various statistics by category to enable Shebang to provide this information to the appropriate retail partner.
The outcomeUsing a single instance for all their retail partners, Shebang are not only able to segregate all their incoming emails depending on the retailer in which they were sent, they are also able to ensure only the correct members of staff can process the correct emails.
Using three levels of categorisation, applied both automatically and manually, Shebang are also in a position to offer their retail partners detailed reports and statistics.
The business model setup by Shebang is fully scalable such that as new retail partners join, they can simply be integrated into the current system.