Services

Email is one of every website's most powerful tools for strengthening customer service and increasing users' confidence and trust in the site. Confirmation messages and other automated transactional email can make the user experience more relaxed and encourage them to reuse your service. With MailManager you can easily organise email workflows and set up automated replies. By doing so you can improve both; your customer services team performance and clients' satisfaction. MailManager can seriously decrease the amount of time needed for an enquiry to be fully processed. It can easily increase the level of task 'ownership' but it can also cut drastically the number of unallocated work items. Ultimately money can be saved by reduction of a total number of hours needed by a team (or a group of individual e-mail receivers) to process any given amount of e-mails. In other words less overtime!

Case Studies

"Logicalware's MailManager does the work of two people in managing our 4.5 million members, it is one of the best investments we have made to improve customer service" - Sean Wood, Marketing Manager, EasyDate
EasyDate is a successful online dating solutions provider, with a diverse, multilingual and experienced team.
The company needs to be able to process a very large number of email enquiries from its member base of 4.5 million, potentially a time-consuming and resource-heavy task. We were attracted to MailManager because of its ease of use, easy implementation and cost-effectiveness.
Emails sent to the company were automatically routed to the correct individuals so that prompt action could be taken. Thanks to the customisation that MailManager offers, EasyDate has been able to make its communications work extremely efficiently

"Mailmanger has delivered all the functionality it claimed and has never let us down."

Lawanswers.co.uk uses MailManager to manage around 200 inbound emails a day It operates over a number of offices so a web-based and intuitive user interface is important. Its admin staff can tweak any MailManager customisations centrally and the company found that training was easy, even at a distance.

"It is vital for us that we don't miss or lose mail or we look unprofessional. Given the volume of mail, that we use teams to handle enquiries and that an answer to a question will be actioned from a template by a paralegal, both the TID function and having pre-prepared standard and approved templates is essential in providing consistent and legally accurate advice very fast."

"Mailmanger communicates seamlessly with Lawanswer's proprietary PostGres Customer Database system which was written to meet particular needs as it also backends into its case management system. It is linked to mailing list software (so everyone who asks a question also becomes a member and receives a free legal expenses policy) and Lawanswers is implementing a system to enable employees to automatically publish Q&As directly from MailManager back through its CMS - either to create an internal knowledge-base and future template answers or to publish to the web at the same time as a response is sent to the client."

"Logicalware has come over as a very professional operation and has always been in touch within the hour to service, sales and development requests."