Visnetic MailFlow

Work flow / Performance

Management
Non Phone Activities
• Website Forms (5 work types)
– Customer inquiries generated after completing
a web form
• Sales Support (8 work types)
– Escalations, discounts, research
• Customer Email (12 work types)
– Inquiries generated via email
• Customer Surveys (3 work types)
– Responses to survey requests
Challenges
• Multiple Applications used for CS requests
– US Mail
– Email
– CS Website
• Requests cannot be categorized until
completion
• Unable to determine Priority upon receipt
• Duplicate requests cannot be identified
• Limited / NO Reporting available without
manual tracking
Challenges
• External customer requests are mixed with
Internal customer requests
• Manual email management
• Unable to determine # and types of requests
in order to improve processes, add
automation, and determine FTE
• Unable to distribute workload effectively
• Unable to track individual performance
Email Requests (Outlook)
• External Customers
• Sales
• Operations
• Terminals
• Service Recovery
• Accounting
CS Website Requests
• Customer Service
– Escalations
– Refund Requests
– VIP Orders
• Customer Correspondence
Visnetic Solution
• Single Application for all requests from
Internal and External customers
• Automatically categorizes the request type
based on the individual or group that submits
the requests.
• Categorization can be determined by the data
is in the subject line or in the message text.
• Automatically establishes and SLA/Priority
based on the individual or group that submits
the request
Visnetic Solution
• External Customer requests are categorized,
prioritized, and worked separately from
Internal Customer Requests.
• Automates workflow distribution and allows
workflow to be managed
• Ability to determine # and types of requests in
order to develop processes, gain efficiencies,
and reduce costs.
• Responses to customers can be pre-defined or
recommended by the tool, eliminating 80% of
the time spent typing e mails to customers.
Visnetic Solution
• Prevents Duplicate emails/requests
– Each request/email is tagged with a unique ticket
number. Any replies or additional emails route to
the ticket number.
• Tickets can be closed and automatically re-
opened based on user specification
– Example: VIP orders may be checked every other
day. The user can check the order, close the ticket,
and specify a re-open date.
• Reporting!
– External Customer
– Internal Requests
– SLA
– Individual / Group Performance
 Visnetic MailFlow
How does it work?
• Manager / Administrator defines rules based on
– From Email Address
– To Email Address
– Subject Text
– Text within the body of the message
– Any combination of the above
• These rules determine
– The work type (Internal, Sales, etc)
– The user assigned to work the request
• Unique Ticket Numbers
– A unique ticket number is automatically created
– The CS Rep works the ticket, responds to the requestor
– Upon response, the ticket can remain open, be closed, or
closed/re-open
Visnetic MailFlow
Routing Rules

When an email is received, it

is evaluated by the routing
rules to determine the
appropriate category
(Ticket Box)
Visnetic MailFlow
Main Screen

CS Rep
Information

Work Types /
count of open
requests
Visnetic MailFlow
Ticket Box Detail

# Emails
in Tkt
Ticket
Number

Ticket
Box
Visnetic MailFlow
Ticket Detail

Ticket
History

Ticket
Detail
Visnetic MailFlow
Completing Requests

Select Response
Visnetic MailFlow
Completing Requests

User Can Close

Request upon sending
response or choose to
close and re-open
ticket on a specified
date.

Inserted Response
User Test
• Tested live data week of 6/1
• Completed 518 tickets
• Issues reported
– Slow response time (Resolved)
– Duplicate tickets (Resolved)
– Automated assignment Inop (Pending Visnetic)
• Created organized work types
• Completed timings to estimate new reasonable
expectations
Live Test – Manual Report

Count

Total 518

Internal work types 219

Count

Customer Email 299

0 200 400 600

 Live Test – Visnetic Report
I- Up Sell 46
I- Escalations 22
I- Late Car 53
I- Goodwill 18
I- Discount Requests 88
C- Escalations 14
C- Late Car 36
C- Cancel Count
16
C- Condition Waiver 21
C- Goodwill 65
C- Adjustment 12
C- Status Request 118
C- Payment 9

0 20 40 60 80 100 120 140

Live Test (Manual)
Productive Hours Earned = 86.33
Hours

Total 86.33

Internal work types 36.50

Hours

Customer Email 49.83

0.00 20.00 40.00 60.00 80.00 100.00

 Live Test (Visnetic)
Productive Hours Earned= 59.74
Hours
Hours
I- Up Sell 4.60
I- Escalations 5.50
I- Late Car 8.83
I- Goodwill 2.25
I- Discount Requests 7.33
C- Escalations 3.50
C- Late Car 6.00
C- Cancel 1.00
C- Condition Waiver 1.31
C- Goodwill 8.13
C- Adjustment 1.00
C- Status Request 9.83
C- Payment 0.45
Action Items
• Create reporting requirements, which will be
generated via Sequel
• Determine solution for Spam emails invading
the customer service inbox
• Obtain approval to purchase licenses and
implement program in CS
• Create Internal E mail address for Retail CS
• Create detailed routing rules to provide more
detail by Group.
• Release schedule
 Future:
Outbound Sales Program
Action
• Web Quotes - not booked
• General sales Inquiries
• Cancels for specified reasons
• Customers who choose
another service provider
Result
• Email is generated into
MailFlow
• Prompts Outbound Call –
Timeframe is based on Rules
for each action
• Sales Reps pull “Oldest Lead”
First
• Lead could be closed or closed
and re-opened at a later date
if customer is “just shopping”
• If customer not interested, we
will KNOW why and “Cancel”
the quote with reason code.