News

02/04/2010 - Mobiles.co.uk earns trust of customers with MailManager

Mobiles.co.uk relies on Logicalware to assist in supporting its goal to deliver the best mobile phone deals around, including high levels of customer service to maintain the position of ' Best Online Retailer in 2008'.

Mobiles.co.uk was the UK's first retail mobile phone website (launched in 1995) and is now the largest web-only mobile phone store in the UK, processing thousands of orders every month. Mobiles.co.uk is a wholly owned subsidiary of the Carphone Warehouse Group.

Initially 'Mobiles' fundamental objectives were to provide effective support to customers and ensure quick responses resulting in improved customer satisfaction. They intended to enhance the productivity and efficiency of the customer care team, track every customer's enquiry and reduce email handling time by using personalised automatic response templates.

Over the past few years 'Mobiles' has not only achieved their primary objectives of customer service but much more; accomplishing over 15% percent increase in productivity in responding to emails and additionally enhancing the customer response rate as over 50 agents are now dealing with 30+ email addresses within a target response time of 60 minutes.  83% percent of all enquiries or issues are now resolved first time round in a timely and detailed approach.  Today they are now winners of a number of awards such as mobileaward and whatmobile based on the quality of their service.

Mobiles.co.uk has been trading online for 13 years and during this period has grown to be number one based on great deals and service. They have improved this service even further as they have made good use of MailManagers comprehensive reporting function that has report outcomes which measures the effectiveness of agents and provides an insight and knowledge into the categories and volumes of emails.

Louis Sabet commented, "Logicalware has enabled us to respond to each of our customers efficiently when they contact us, however they choose to get in touch. The ability to meet and exceed our customers' expectations helps us to earn the place of trusted specialist within our customers' minds enabling us to be fundamentally different from our competitors."

18/11/2008 - Logicalware unveils white paper at CCA conference

At the recent Customer Contact Association Conference in Edinburgh, Logicalware unveiled a white paper on email management.

Logicalware was exhibiting at the prestigious event at the Edinburgh International Conference Centre in November. The company provided the document for the event's "Learning Zone" as an example of its expertise in email management systems.

Key points in the paper include recommendations that such systems should:

• Give prompt replies to queries and issues - these can be based on pre-determined templates
• Forward the relevant emails to the relevant individuals
• Flag up urgent communications to relevant team members
• Track the progress of the queries and issues through workflow monitoring
• Allow analysis of the process for future learnings

12/10/2008 - Amnesty International chooses MailManager

Amnesty International, one of the world's most respected non-governmental organisations, has chosen Logicalware's MailManager to help manage its inbound email.

MailManager was chosen because of its ease of use and its straightforward, seamless integration into existing systems. The product will be used to sort email enquiries to ensure that they reach the relevant individuals within the organisation. The emails and their responses will also be tracked to aid improvements in communications systems.

Donald Cameron, Managing Director of Logicalware, said: "We are delighted to have welcomed Amnesty International to our family of clients. To be working with such a prestigious organisation it is a tremendous honour."

01/06/2008 - New support site for MailManager

MailManager, Logicalware's leading email management system, has become even easier to use with the launch of a 24-hour web support service.

While telephone support is also available, MailManager is a web-based product and the web is the perfect medium for resolving techncal issues. Through the website MailManager clients can have direct access to solve problems or restart the server directly.

The site also gives direct access to technicians to help solve any problems - saving time and money.

Donald Cameron, managing director of Logicalware, said: "MailManager is all about ease of use for our clients and their customers. This multistream approach to support is designed to give our clients complete support for our software."

31/07/2007 - MailManager Version 2.1 released

Our Logicalware team is proud to announce the release of the new 2.1 version of MailManager in AJAX environment. Ajax will provide a real alternative for creating powerful web applications by allowing more sophisticated functionality using easier-to-implement web standards. This in connection with a new server framework Pylons will make us more capable than ever to deliver prompt customisation.

There is also a new set of reports available including 'Performance report by time of view', which provides a view of the agents' performance from the first moment of a ticket being opened.

As the result of these changes MailManager productivity has been improved by 75 %

As an integrated e-mail management system MailManager goes far beyond being just a simple service desk system and enables our clients to manage more complex email infrastructures and to achieve higher levels of service quality.

22/01/2007 - USA, Indiana - Gardens Alive!

Gardens Alive! is one of the US's leading mail order companies dedicated to biological control of garden pests. Sales are nationwide and the company traces its roots back to the early 1980's and the kitchen and garage of founder and President, Niles Kinerk.

This environmentally responsible organisation have been using MailManager to improve customer service since July 2006 and have recently increased their number of uses from 20 to 75 to cope with the seasonal increase in emails volume.

"MailManager is a cost effective method of ensuring our Gardens Alive customer e-mail are managed properly. The service is ideal for our needs due to MailManager's ability to scale up quickly".
Doug Martin - Customer Service Manager

01/01/2007 - Companies Regulations 2006

As of the 1st of January 2007, a new law came into force requiring companies to include their company details in email correspondence. A requirement of the Companies Act is that all business letters sent by registered UK companies need to include the company's details. Those who don't observe this risk a fine. Previously whether email were counted as business letters was a legal grey area. The updated legislation clarifies this by explicitly stating that they are.

Whilst this still leaves some debate as to whether personal emails count as business mail and are affected by this law, companies are being advised to include their company details on all e-mail messages. Websites also need to display company details including the company's name, registered office and registration number.

We recommend that all registered UK companies add their details to their account signatures when using MailManager to deal with inbound e-mail. These details will be added to all outbound e-mail replies in compliance with the regulations.

25/08/2006 - Spam increasing

E-mail traffic volumes are set to double within the next few months if the recent growth rate in Spam messages continues.

Estimates of the magnitude of the increase in junk e-mail vary, but experts agree that an uncommon surge in Spam is occurring.

On the low side, Symantec, the owner of SecurityFocus, has found that average Spam volume has increased almost 30 percent for its 35,000 clients in the last two months. Others have seen much more significant jumps: Spam black list maintainer Total Quality Management Cubed has seen a 450 percent increase in Spam, and the amount of Spam filtered out every week by security software maker Sunbelt Software has more than tripled compared to six months ago.

Contact us for assistance in effective Spam filtering on + 44 (0) 131 225 5422