Maplin achieved a 79% faster customer service response time by implementing Logicalware's MailManager software. MailManager routes customer inquiries to the appropriate specialists, assigns agents to individual inquiries, provides full inquiry history and audit trails, and automates common processes. This improved productivity, management reporting, and helped Maplin meet its service level targets, while increasing inquiry volumes by 20% without adding staff. Customers and agents find MailManager easy to use compared to previous solutions.
How spark improved service and reduced response times with logicalware final ...Daniel Parker
Adopting a Multichannel Customer Service Strategy
Discover how Utilities supplier Spark Energy:
* Achieved a 90% reduction in new customer on-boarding costs
* Track, manage and provide management reports that comply with Industry Service Level Agreements
By leveraging the latest technology Spark now aggregates and distributes Email messages to their agents saving valuable time, money and resources.
Description
Adopting a Multichannel Customer Service Strategy
Discover how the world's leading independent conservation organisation:
* Manage a growing number of emails without increasing staff numbers
* Improved email response times by 33% in only 3 months
* Resolve up to 40% of queries with automated replies
By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.
How spark improved service and reduced response times with logicalware final ...Daniel Parker
Adopting a Multichannel Customer Service Strategy
Discover how Utilities supplier Spark Energy:
* Achieved a 90% reduction in new customer on-boarding costs
* Track, manage and provide management reports that comply with Industry Service Level Agreements
By leveraging the latest technology Spark now aggregates and distributes Email messages to their agents saving valuable time, money and resources.
Description
Adopting a Multichannel Customer Service Strategy
Discover how the world's leading independent conservation organisation:
* Manage a growing number of emails without increasing staff numbers
* Improved email response times by 33% in only 3 months
* Resolve up to 40% of queries with automated replies
By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.
Description
Adopting a Multichannel Customer Service Strategy
Discover how the world's leading independent conservation organisation:
* Manage a growing number of emails without increasing staff numbers
* Improved email response times by 33% in only 3 months
* Resolve up to 40% of queries with automated replies
By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.
EDMs (Electronic Distributed Marketing) through eNewsletters is almost as old as the internet itself and shouldn’t be discounted by marketers with so many additional options now available to connect with your customer base. This seminar looks at how to improve your eMarketing, increase deliverability, understand the different platforms, improve open rates, implement A/B testing, encourage segmentation and personalisation, and drive higher engagement and click through, whilst understanding how to integrate this strategy holistically across the Integrated Digital Marketing approach and support it with cross pollination and linking. We’ll talk about responsive designs and different ESP (Email Service Providers), and how users integrate with their emails… and what you can do to increase sharing and virality.
Things you can learn include:
The evolution of email marketing
Different eMarketing Platforms
What affects deliverability
CAN-SPAM act and Double Opt-ins
White lists, black lists and DSNBL
How to improve Open Rates
Implementing A/B testing
Segmenting your email subscribers/CRM
Personalisation and Psychology in eMarketing
Increasing click through and engagement
Tracking & Reporting on your email marketing
An Integrated Digital Marketing approach
Good design for email templates
Responsive Design for emails
Mail Chimp platform
Social Sharing, Forwarding and View Online
Vorian Agency EDM & eNewsletter Marketing with MailChimp SeminarMatt Lynch
Join industry veteran Matt Lynch, the General Manager of Perth, WA based technical marketing company Vorian Agency, with a look at EDM - Email Direct Marketing. How to improve deliverability, open rates, click through rate, virality and social share. How to reduce
Let's Get Physical: How to Blend Direct Mail Marketing with Your Digital Stra...Aggregage
This exclusive webinar with industry authorities Akeel Jabber and Bruce McMeekin will explore the dynamic duo of direct mail marketing and digital marketing, and teach you how to get started with blending these approaches into an effective and impactful marketing strategy!
Achieving large-scale organisational change through e-learning - Bupa Health ...Brightwave Group
These slides were originally presented by Charles Gould at the eLearning Network's 'Proven recipes for elearning success' event on 25th February 2011.
Brightwave's Charles Gould speaks on the subject of how to achieve large scale organisational change through e-learning.
LEAN EMAIL increases the business effectiveness of your company’s internal and external emails. LEAN EMAIL is the value generating complement to you risk mitigating Email Policy.
LEAN EMAIL Guarantee
Roughly 25% of your company’s email time will be saved. Your employees will have measurably more time for customers, and each other.
Where exactly is your money going, when you buy an LMS? We’re going to show you. With 15 years of experience in the LMS market, we know the amount of time, and resources that go into a successful LMS deployment. Join us with LMS Solutions Engineer, James Nicolson, to discover where exactly your money is going, as well as some tips and tricks for ensuring you successfully launch your LMS, maximize user adoption and avoid any hidden costs.
You will learn:
- The main costs associated with an LMS
- Important questions to consider when organizing deployment activities
- Workarounds to ensure hidden LMS costs are avoided
- Action to take for maximized user adoption
- Hidden costs you can avoid
How to Get the Most Out of Your Email CampaignSparkPost
Email marketing continues to be the foundation of the digital marketing toolkit, yet marketers could still use the medium more effectively. In fact, 96% of campaigns evaluated failed Forrester’s email user experience best practices review.*
If you are sending more and more emails, but are not seeing corresponding increases in engagement and revenue, you could be losing out on a golden opportunity to benefit from email marketing’s high success rates.
Attend this Webinar to learn:
• Current consumer attitudes toward email marketing
• How marketers can respond to end user needs
• Where existing email programs fall short
• How to increase engagement and ROI
*Source: The Best And Worse Of Email Marketing, Forrester Research, Inc., June 20, 2014
Featuring guest speaker Shar VanBoskirk of Forrester Research and Jose Santa Ana of Message Systems
Humanize Your Brand: Drive Employee and Customer Satisfaction with SLAsAggregage
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Apple's Mail Privacy Protection - How it Impacts your Email MarketingVbout.com
Discover in this presentation, everything you need to know about MPP, how it impacts your email marketing and how you can leverage this update to improve your email marketing strategy.
Improve customer experience and customer engagement by providing software for multichannel customer communications. Deliver output to multiple channels: web, print, archive, email, social media, ...
This presentation is based on a case study which describes what are the initiative taken by an innovative company like 3m to implement CRM/KM and give the best to customer. what were the implementation techniques and their benefits.
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Description
Adopting a Multichannel Customer Service Strategy
Discover how the world's leading independent conservation organisation:
* Manage a growing number of emails without increasing staff numbers
* Improved email response times by 33% in only 3 months
* Resolve up to 40% of queries with automated replies
By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.
EDMs (Electronic Distributed Marketing) through eNewsletters is almost as old as the internet itself and shouldn’t be discounted by marketers with so many additional options now available to connect with your customer base. This seminar looks at how to improve your eMarketing, increase deliverability, understand the different platforms, improve open rates, implement A/B testing, encourage segmentation and personalisation, and drive higher engagement and click through, whilst understanding how to integrate this strategy holistically across the Integrated Digital Marketing approach and support it with cross pollination and linking. We’ll talk about responsive designs and different ESP (Email Service Providers), and how users integrate with their emails… and what you can do to increase sharing and virality.
Things you can learn include:
The evolution of email marketing
Different eMarketing Platforms
What affects deliverability
CAN-SPAM act and Double Opt-ins
White lists, black lists and DSNBL
How to improve Open Rates
Implementing A/B testing
Segmenting your email subscribers/CRM
Personalisation and Psychology in eMarketing
Increasing click through and engagement
Tracking & Reporting on your email marketing
An Integrated Digital Marketing approach
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Responsive Design for emails
Mail Chimp platform
Social Sharing, Forwarding and View Online
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This exclusive webinar with industry authorities Akeel Jabber and Bruce McMeekin will explore the dynamic duo of direct mail marketing and digital marketing, and teach you how to get started with blending these approaches into an effective and impactful marketing strategy!
Achieving large-scale organisational change through e-learning - Bupa Health ...Brightwave Group
These slides were originally presented by Charles Gould at the eLearning Network's 'Proven recipes for elearning success' event on 25th February 2011.
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LEAN EMAIL increases the business effectiveness of your company’s internal and external emails. LEAN EMAIL is the value generating complement to you risk mitigating Email Policy.
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Roughly 25% of your company’s email time will be saved. Your employees will have measurably more time for customers, and each other.
Where exactly is your money going, when you buy an LMS? We’re going to show you. With 15 years of experience in the LMS market, we know the amount of time, and resources that go into a successful LMS deployment. Join us with LMS Solutions Engineer, James Nicolson, to discover where exactly your money is going, as well as some tips and tricks for ensuring you successfully launch your LMS, maximize user adoption and avoid any hidden costs.
You will learn:
- The main costs associated with an LMS
- Important questions to consider when organizing deployment activities
- Workarounds to ensure hidden LMS costs are avoided
- Action to take for maximized user adoption
- Hidden costs you can avoid
How to Get the Most Out of Your Email CampaignSparkPost
Email marketing continues to be the foundation of the digital marketing toolkit, yet marketers could still use the medium more effectively. In fact, 96% of campaigns evaluated failed Forrester’s email user experience best practices review.*
If you are sending more and more emails, but are not seeing corresponding increases in engagement and revenue, you could be losing out on a golden opportunity to benefit from email marketing’s high success rates.
Attend this Webinar to learn:
• Current consumer attitudes toward email marketing
• How marketers can respond to end user needs
• Where existing email programs fall short
• How to increase engagement and ROI
*Source: The Best And Worse Of Email Marketing, Forrester Research, Inc., June 20, 2014
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Similar to How maplin achieved 79% faster customer service response times (20)
2. Webinar Agenda
• Introductions
• Presentation from Mark Dalgarno, Head of Customer Service @ Maplin
Electronics
• Questions & Answers
• Further Questions, Comments & Wrap Up
3. Introductions
Host: Iain Swanston – Sales & Customer Service Expert
Presenter - Mark Dalgarno – Maplin, Head of Customer Service
Account Manager: Daniel Parker
Product Manager: David Lough
4. How Maplin achieved 79% faster
customer service response times
BACKGROUND
• Maplin: Leading specialist retailer of consumer electronics in the UK. Maplin
offer multi-channel access to their customer support, via mail, email, social
media and telephone
• Large retail network of over 200 stores
• Customer support based in Rotherham
• 50 Agents working 24/7 days on Customer Service processing on average
3,000 customer contacts per week with a seasonal peak at Christmas of
50,000
5. Maplin in 2011
• Growing number of web enquiries
• All emails in one queue and manually allocated to agents
• All emails treated equally, no ability to prioritise without reading emails first
• High volume of staff handling enquiries
• Lack of ability to monitor responses, or view agent performance
• One enquiry could have multiple responses as all staff had access to one
mailbox
• Growing response times
• No ability to track customer enquiries
• Outgrowing Outlook
• No realtime view of measurements against service level agreements
6. Maplin in 2011 continued
• Service model that was expensive to scale
• Reporting was all historical and time consuming
• Frustration amongst contact centre colleagues due to their inability to pass on
relevant information to the wider business
• Sales opportunities missed as there was no prioritisation of messages
• Increasing staff costs due to volume and management of enquiries
• Damaging brand reputation which was built around Customer Service
• Made job role more challenging and manual
7. What was needed to move forward
Maplin were seeking a solution that offered improvements in productivity,
better management & reporting and delivery of the Maplin service levels.
PRODUCTIVITY
• First call resolution
• Agent prompted with pre-populated template responses for speed and
consistency of quality
• Active and waiting messages
• Automated responses
MANAGEMENT
• Forecasting Accuracy
• Adherence to Schedule
• Average age of query
• Customer call frequency
• Measurements against service level agreements
SERVICE
• Call centre status metrics
• Service level response time
8. Solution To Challenges
• All public-facing email addresses brought into one place where staff could be
trained and managed
• Incoming enquiries routed into product and function specialists e.g. Customer
Service, Complaints, Deliveries, etc.
• Responsibility of individual customer enquiries assigned to specific agents
throughout their lifetime to build relationships
• Full history of enquiry available within ticket, including any attachments,
reassignments of ticket and history of filters. This enables a full audit trail of
prior actions on the ticket
• Maplin now have a variety of processes including Sales, Returns, Technical,
Complaints, Faults, Stock Availability, Purchase Orders, Ebay, Order Errors,
Customer Reviews and various internal processes
10. Business Impact
• The automation of processes within the Customer service department has led
to the 79% decrease in response time
• This has happened while volume of enquiries increased by 20%
• No increase in staffing levels required
• Scalable solution in place which can grow with the business
• As consumer behaviour has changed, Logicalware have adapted
MailManager to meet this
• Customer Service Department now able to offer Social Customer Service
with existing staffing
• Emails and Social Media now handled in one solution
• No additional technical resource required as usage of Logicalware
MailManager increases as Maplin have grown
11. Product Roadmap
• Maplin needed a supplier that worked with them and would develop
the product based on their needs both now and in the future
• MailManager is a mature product, tried and tested for 11 years, and
is continually evolving via a Customer User Group: for example, the
addition of Social Media which was launched in 2014
• Innovations continues with live Chat and greater integration into
business critical software such as ecommerce platforms, ordering
systems, databases, CRM
13. Question 1: Who holds my data and what happens if the software goes down? Do we lose
the data? Is the data secure?
Answered by David Lough:
Our entire platform is hosted on Amazon’s AWS service and the data is all held there. The
data, however, still belongs to you, and will always be available to you. Nobody else can view
your company’s data.
What happens if the software goes down? Do I lose it? Absolutely not. The database servers
are continually backed up, we take snapshots every hour. If we do have to plan a short
period of down time for any updates for example we notify our clients well in advance and
it’s done in such a way that our mail-server still continues to capture the emails even if the
application is down for 10 minutes. As soon as the application servers are back online the
emails that have been collected are put straight into the application and you just continue as
normal. There’s absolutely no risk to losing data.
14. Question 2: With regards to Social Media, what’s the best way to use the Mail-Manager tool?
Answered by Mark Dalgarno:
Mail-Manager lets us have templates, and you can also set up your queues and you can set up sub-queues to
the queues. MailManager will scan the body of the text and will place the message in the correct category.
MailManager segregates messages and this is great because we can make sure it goes to the correct
colleague. We now have 10 colleagues who can monitor social media, and the general response time is
within 15 minutes of a message being posted online.
Answered by David Lough:
The templates, from my point of view, are key. A lot of our clients use them and they allow you to have some
standard responses already saved in your application. So for example, Maplin sell Raspberry Pi, and if there’s
a new release, Maplin can create a template that they can use as auto-responders for their customers. So if
the body of the email contains ‘Raspberry Pi’, they can send an automated email that will tell the customer
that Raspberry Pi will be available at the end of the month, or something to that effect.
15. Question 3: What’s the user experience for your colleagues in Customer Service? Are they happy
using the software?
Answered by Mark Dalgarno:
It’s very easy to train people on it. I have colleagues who comment on how much easier
MailManager is to use than the solutions of their previous employers. They feel it’s really slick
and clean and easy, it’s uncluttered and uncomplicated. It only shows you what you need to
access as you are doing it, therefore you don’t need to worry about going in to other extra-
complicated parts of the system to do something. In addition to that, if you start writing an
email and you need to do something else, Logicalware saves messages so you don’t lose them.
This is extremely helpful as when we used the Outlook functionality in the past we would close
down the email and lose all our work and have to start again. As you can imagine this was very
frustrating.
16. Wrap Up And Next Steps
• If you would like us to help you automate and improve your customer
journeys and business processes we can map out your highest traffic
process for £975 + VAT per day and demonstrate how you can then
create your own automations.
• We will be in contact in the next 24 hours with a recording of the
Webinar for you to share internally and discuss any next steps you
feel would be appropriate.