The problem...

We receive 1000s of emails each day - from our members, our clients and the media, amongst others. We were finding it difficult to keep on top of all our incoming emails, let alone actually finding the time to reply to them all! Important questions, comments and feedback were getting lost in the vast amount of automated emails and spam we were receiving, which stopped us working efficiently.

... the solution

We built the Email Management System.

Essentially the EMS is a giant, well organised inbox for the entire company. It allows us to deal with large volumes of email coming into hundreds of different email addresses. All the emails come into folders associated with the site they are sent to, for example support@ourproperty.co.uk and press@ourproperty.co.uk both go into the OurProperty folder.

From here, the emails can be replied to by the relevant person. In this case, our Support Team would read and respond to the email.

However, we often get emails to a generic email like support@fubra.com which need to be answered by another department. For example, a media enquiry needs to be dealt with by the Press Team. To do this we built a feature into the EMS which allows you to 'reassign' an email to another member of staff.

These email then get moved to a personal inbox within the EMS, where individual staff members can go to collect emails assigned to them.

When emails are responded to via the EMS a record is kept of everything that is received and sent, so you can keep track of conversations. When a query has been dealt with you can mark it as 'closed' and it is moved to another folder to avoid clogging up the inbox, and so you can refer to it in future in case you need to.

The EMS gives us a chance to spread the email load intelligently across the company so all our incoming emails get dealt with as quickly as possible. It has saved us hours and hours, and has been invaluable making Fubra run smoothly.

To find out how you can make our email system work for you, get in touch.