Email "like having your own post room for email"

The Challenge:

Most generic group emails are received into a single email box where multiple readers view the mail and decide on a course of action.

All to often mail sent to a "Contact Us" email address is not responded to on time, or is responded to by the wrong person, given the incorrect response or no response at all. Further there is no traceability on such email.

Often the question and response will be lost in the email system. 

When the customer calls the call center and speaks to the agent he or she will quote the fact that he sent and email and the agent will be completely in the dark. Result? Poor Service!

Imagine you had a post room inside the companies email system.

All the emails sent to group email addresses would be qualified, sorted and dispatched to the relevant individuals, teams or departments and those emails would be followed up on, everyone in the team would know who had dealt with the email and the sender would be informed and emails conversations would be attached to the customer record of the contact so next time the customer contacts the company in another channel or even using email then Customer Services would have a complete thread of communication to act on.

No more hit and miss responses to important customer communications.

Qualified emails are tracked, responded to and tagged to the contacts record.

Used for processing general catch all email addresses examples such as

personnel@company.domain

payroll@company.domain

info@company.domain

service@company.domain

sales@company.domain

and many more.