MailManager Features List

On Demand

To use the On Demand service all you need to do is sign up for a Book A Demo or Buy Now. We will get in touch with you shortly to agree on your start up details to access your mail securely from your web browser.

Why use the On Demand e-mail management system?

• No set up fee
• You can be up and running in minutes
• No software to install
• Accessible from your web browser from anywhere with internet access (ideal for remote users and dispersed teams)
• Server management, upgrades and maintenance included

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Based On The Open Source Software

MailManager is based on 100% open source software. The license was certified by the Open Source Initiative.

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Workflow

MailManager has predefined workflows to manage incoming e-mail and webform inquiries. Contains service level agreements (SLA) triggers to automate e-mail routing and monitoring.

Each e-mail is allocated to one individual who has responsibility for it. E-mail is given a state - Open, Hold, Close or Overdue - which allows creating work-lists for agents, reporting on status and ensuring all e-mail is properly handled.

Sometimes e-mail will require more than one task to be completed. MailManager's branching workflow allows child tickets to be opened and allocated to other people.

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Ticketing

Customer e-mail correspondence is handled in the form of a ticket, and each unique ticket represents a logical thread of e-mail correspondence. A ticket will contain one or more e-mail messages, which follow a common thread of dialogue with a customer.

When MailManager receives e-mail, a new ticket number is assigned. Through the cycle of support on that issue (subject), the ticket is kept private and can be viewed by agents or moved if necessary.

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E-mail Tracking

MailManager keeps the complete customer information and interactive history, across channels, available to agents, enabling informed interactions:

MailManager has powerful e-mail tracking feature, ensuring that service agents never miss, ignore, or forget about a customer query. Due to ticketing the entire correspondence with a customer related to one subject is gathered together in the form of a ticket under one ticket number - the status of every single e-mail enquiry, or ticket, is retained within the system, and can be reviewed at any time.

MailManager also facilitates e-mail collaboration among workgroups, allowing for the addition of private, internal notes to any ticket. Tickets can easily be transferred amongst individuals for collaboration purposes.

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Ticket History

MailManager lets agents view the complete history of any ticket. Should ownership be handed off to a different agent, every message relative to that ticket is viewable. This allows new agents to quickly bring themselves to speed about the subject, without having to ask the customer for another explanation of the issue.

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Ticket Priority and Category

Tickets can be sorted based on priority or category, helping facilitate efficient responses from agents to customers.

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Assignment Engine - Individual, Group, Queue

An e-mail account can be assigned to a group of agents and all incoming e-mail will be shared around the members of the group in turn.

Particular -mail can be assigned to individual agents under certain conditions, for example high priority e-mail could go to a supervisor or e-mail from a particular company could always go to that company's account manager.

An e-mail account can be also assigned to a queue and all incoming e-mail will be left unallocated in the queue until an agent, who is ready to deal with an e-mail, requests an e-mail from the queue to handle it.

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E-mail Search Engine

Agents can use powerful search engine to find tickets based on a number of criteria including Subject, Ticket Agent, Ticket Box, Dates, Contact Name, Contact E-mail Address, Category and more.

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Standard Response Library

MailManager offers the ability to create standard response libraries for agents to use. The administrator can define reply templates with standard replies for all of the common questions. This helps agents to reply quickly with accurate responses, helping to insure that a minimum number of messages are needed to resolve issues.

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Standard Attachments Repository

MailManager can store standard documents such as price lists or product information sheets on the system which agents can easily access and attach to an outgoing e-mail.

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Auto-Responder

Setting up auto-replies provides customers and clients with quick confirmation that their e-mail was received by MailManager, even before an agent reads their e-mail. Providing confirmation gives contacts confidence that their e-mail will be handled promptly.

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Reporting

The powerful monitoring and reporting tools in MailManager make managing the contact center a lot easier. Managers can track the performance of agents and the service department as a whole in real-time.

The included reports are:

• A snapshot of the present number of tickets in the system right now - by users, status, priority, accounts, queues.
• Volume of e-mail received by accounts, users, queues and categories during the particular period (daily, monthly, yearly reports).
• Performance of users against the service levels and time to respond/deal.
• Performance by account, categories, queues, against service levels and time to respond/deal.
• E-mail addresses of all users who have sent mail into the system.

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E-mail Filtering

MailManager allows administrators to create routing rules for all messages. Inbound messages can be automatically routed to the appropriate ticket box based on a number of criteria, including the "To:" address, or the text. By taking advantage of routing rules, MailManager can more efficiently get messages to the right agent without agent's intervention.

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HTML Editor

A rich HTML e-mail editor is included for sending / receiving attractively formatted e-mail.

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Self Service Interface

MailManager interface is browser based, but with a familiar Windows style interface. A more standard appearance makes MailManager easier to learn and more intuitive for agents to use. A user's access rights determine how much information is displayed to them. Administration occurs through the same central interface, making maintenance tasks easier.

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Web Based Client

A web browser is required to use MailManager. To access all of the features, including the built-in HTML editor, you will need to use a minimum of:

• Internet Explorer 7.x
• Firefox 2.x
• Opera 9.x
• Safari 3.1

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Custom Metadata

Metadata is an extra information that can be added to e-mail. It allows richer searching and advanced reporting.

All organizations have different metadata requirements. Rather than limiting you to a particular metadata schema MailManager allows you to decide what metadata you require.

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Platform & Scalability

MailManager is multi-platform and is supported on RedHat Linux, SuSE Linux, Debian, Windows 2000, Windows XP, Solaris and Mac OS X. MailManager will store as much e-mail, as the relational database will handle. Databases of many terabytes (1024 gigabytes) are common.

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Smart E-mail Archiving

Older e-mail can be archived and removed from the system. Archiving is by type, so for example Spam can be removed after 2 weeks but technical queries could be retained for 2 years.

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