Email Center Pro Power User: Shawnie Gartman

An online collaborative email center designed to handle all company emails, ease workflow, maintain excellent efficiency and keep our customers happy.

This was our idea when Palo Alto Software created Email Center Pro. As the senior member of the Customer Care Team I have seen this program begin as an internal tool and turn into a dynamic application with all the bells and whistles you could ever need, yet the simplicity to understand and implement immediately.

Email Center Pro certainly makes my job a lot easier. I arrive an hour before any of my coworkers. Because I am first in the office, I am the first to jump into ECP. My job is to equally distribute the incoming mail to my fellow team members. ECP makes this a seamless task. I can easily see how many total emails are in each Inbox, as well as how many I have assigned to each person. With a simple mouse click I am able to redirect any emails that should have been sent to a different department. By the time the rest of the team arrives, I have been able to organize all the email in the Sales Inbox, as well as answer many of the emails assigned to myself.

My favorite feature of Email Center Pro has got to be the clearness of it all. Anyone can see what everyone has done or is doing! This feature not only holds you accountable, but can be used as a learning tool. For example, say I have an email that I don’t know how to answer. I can put an internal Note on it explaining I can’t find the answer and re-assign it to someone who does. Then it is as easy as going into the ‘Sent’ folder to review the final reply. Presto – now I know how to answer that question!

The templates are another one of my favorite tools. As a writer, they make those frequently asked questions a breeze to answer. As a trainer, they are a great way to have a new employee up and running in no time.

So, what does this all boil down to? Fast and accurate email responses and that means happy customers!

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2 Comments on this post »

[…] Email Center Pro certainly makes my job a lot easier. I arrive an hour before any of my coworkers. Because I am first in the office, I am the first to jump into ECP. My job is to equally distribute the incoming mail to my fellow team members. ECP makes this a seamless task. Read more… […]

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