I'm somewhat a jack of all trades in our department, so I found myself designing an application in VBA to receive, respond, and report on customer inquiries recieved by email.

Well, this was meant as a temporary tracking solution. At the moment, we're looking for a new email management program. I like Kana, but the budget for it is in a very slow approval process. Does anyone have another email response solution of comparable measure?

Hi Xenoranger!

I might have a system that could interest you.

could you send me your requirements to the system?

budget

clients

statistic

templates

etc.

It´s quite simple to use and looks like Outlook

Regards

Martin Kragh
InstantReply
"optimizing online customer service"

Budget
Accounting says "as low as possible". Realistically, I'm approved for about $1200 for 5 seats, but beyond that, we're working against the machine to get things done.

Clients
We have 3 major accounts, but only 2 are high volume.
Because we are a multifacited company, we may include the other (smaller) accounts if the system allows.

Statistics
Average Response Time
Projected Volume
Contacts per rep
Contacts per account (internal clients and external)
(Basically, as detailed as possible)


Templates
We have close to 500 scripts that are currently in use. This keeps growing as we expand our current accounts. We need something that will allow us to plug in scripts, track frequency of usage (for each script) and be easy to update on the fly.


We're also looking for the ability to assign & track inquiry numbers.

That's pretty much it in a nutshell. Any other features are just added bells & whistles.

Thanks
Carlos G.

Hi Carlos.

I have two email management systems in mind.

First of all I need to know whether it is 1200 dollars per month or that´s all you can use.
Do you want in house solutions or hosted solutions?

Some of the systems has a volumepricing scheme with discount and others standard prices.

write me at mc( a )instant-reply.dk and post me a telephonenumber and your location. I am living in Denmark, Europe and would hate to wake you up in the night.

Regards
Martin Kragh
InstantReply

We strongly prefer to In House. Outsourcing is always a last resort b/c we have a world class datacenter and excellent IT support.