WorkStreams ERAM - Email Reporting, Alerting, and Monitoring

WorkStreams ERAM

Email Reporting, Alerting, and Monitoring for Microsoft® Outlook

Overview

Description

Benefits

Features


	ERAM provides performance monitoring of employee email response times and real-time reporting and alerts for management, all within Outlook.

Would your customers’ satisfaction improve if they could count on timely quality email responses from your employees?

What if you could monitor the customer email requests your employees receive and be alerted to response delays and manage them as they occur?

Top Benefits

Improve response time to customer email requests.
Manage performance, workflow, and workload of employees handling customer email requests.
Address response delays before customers become dissatisfied.
Enables you to provide a consistent and reliable email interaction experience for your customers.
So easy to use, that users can starting using it immediately and have ongoing user adoption.


	More and more customer interaction is conducted through email, but most organizations do not have the ability to track email responses and ensure appropriate response times from personnel. For organizations using Microsoft Outlook, ERAM enables visibility into Email Response Performance™. ERAM provides real-time reports, statistics, and dashboards for employee email status, type, and response time. With everything integrated directly in to the Microsoft Outlook user interface, agents and managers can continue as before with the right enhancements to manage the email response process. Alerts can be configured to notify managers regarding email response limits for specific employees. Alerts are triggered for situations such as when an employee has too many open email requests, or when a customer email request has not been responded to within a specified amount of time. This also enables balancing email response load among employees. These capabilities, coupled with workflow and reporting on employee Email Response Performance™ over time, allows for customer email interaction standardization and enforcement. ERAM is also very simple to deploy and use, allowing users to start working right away and the business to quickly see benefits.

Top Benefits

Improve response time to customer email requests.
Manage performance, workflow, and workload of employees handling customer email requests.
Address response delays before customers become dissatisfied.
Enables you to provide a consistent and reliable email interaction experience for your customers.
So easy to use, that users can starting using it immediately and have ongoing user adoption.

System Requirements

Microsoft Outlook 2010 / 2013 / 2016 / 365
Microsoft SQL Server
NOTE: Microsoft Exchange Server is not required

Works With

On-Premises Exchange
Hosted Exchange
Exchange on SBS
Office 365

For Management

Drive lower and more consistent email response times
Proactively deal with response issues when they are occurring
Get visibility into performance to help determine improvements for email responsiveness
Enforce email response policies and increase accountability for performance
Little to no training required for users and easy for users to adopt
Better balance the workload across multiple agents

For Users

Track personal performance on responding to emails
Become aware of late responses and increased work overload when it is happening, rather than after customers complain
Exclude private emails from monitoring
Provides quick to use and easy email responsibility management

For IT

Easy client installation that does not require administrative rights
Highly scalable solution that does not require extensive hardware to support performance
Simple administration screens for configuration of the system

Monitor Email Reponses and Alert on Issues	Emails managed in users' mailboxes are tracked and consolidated centrally to monitor response performance. When a user has too many open emails or a response is taking too long, the system will create an alert notification that is emailed to the appropriate monitoring users.
Easy to Use Email Tracking & Workflow	Users simply set the email type and status, right from in the Outlook email window, requiring almost no training for users to operate making for easy user adoption.
Flexible Configuration for Monitoring	The monitoring and alerts are completely configurable to allow for different monitoring scenarios, even within the same organization. This includes the types of monitoring, who is being monitored, who is notified, and the parameters for alerts such as numbers of emails or response times.
Reporting on Current and Past Performance	Reporting capabilities are embedded in the system to allow for various reports on response performance. These reports are intended both for current status for ongoing managerial oversight during the workday and historical performance for user accountability and continuous improvement of email responsiveness.
Dashboards and Statistics	ERAM provides statistical analysis of email response performance and dashboards for reviewing visualizations of performance indicators and allowing for proactive management.
Exclude Unnecessary Emails	The system provides multiple capabilities to keep emails that should not be included in monitoring from interfering with the expected results. This includes the ability for user's to exclude their private emails and for administrators to determine specific email domains (ie: notthis.com) or email addresses that do not need to be monitored.
Enterprise Wide Scalability and Capability	The system has been designed to support organizations from small to very large enterprises. This includes client installation that can be deployed without administrative privileges and unattended if required. The server architecture is built to scale out to any number of users while keeping overall resource requirements minimal.