Pain Point
Unable to handle After hours technician callouts submitted by email
Overview:
- The client had one of their major clients with an email-based approach to advising of technician callouts, which was becoming problematic to handle
- They engaged us to take-over these emails so their team could focus on other priority work
- The client no longer has to worry about staying on top of their emails.
Challenge:
- High volumes of emails 24/7
- Not all emails had the same priority or were required to be escalated to a trade
Solution:
- We provided a TMC email address for the client to divert their emails to
- We identified with the client, those emails that needed escalating and those not to be escalated and created rules around them as to their most appropriate treatment.
- We tested these scenarios, adjusted our approach and implemented the agreed solution
The final solution included:
- We implemented our usage and time-based Email Management and Support service
- Call Activity reporting to identify all emails received and how they handled or resolved
- The client now has a cost-effective way of confidently handling emails for their important clients 24/7
If you’d like to know more about our bespoke Email Management and Support services,