Email Management System

FALCON ERP identified e-mail management and archiving as an area where they wanted to improve efficiency and was well aware of the complexities involved with managing email within their firm. They pinpointed these areas:

• With teams consisting of employees working in a fast paced environment, staff needed to share messages and required the ability to find them quickly when needed.
• From an audit and legal perspective, firms are exposed if they can't locate critical communications. This can become a cumbersome task that is not always prioritized with demanding schedules. As a result, the process of filing messages needed to be made a simple and natural part of sending and receiving email.
• User's in boxes were growing, partly due to large attachments, and there was a risk that staff would delete business critical messages to keep within their storage limits.
• Finding e-mails was a hassle and the effort required solely for e-discovery was costing significant time and money.

For a company as committed to quality assurance as FALCON ERP E-Mail Manager is the ideal solution because it treats e-mails with the same care and attention afforded to all pertinent business documentation.

FALCON ERP E-Mail Manager is an all software-based, that allows users to properly file, share and quickly search for emails. Implementing FALCON ERP E-Mail Manager did not require any dedicated servers or additional hardware. FALCON ERP E-Mail Manager utilizes standard MS Office file formats, which was an important component for auditing and legal needs.

• Creating
• Sending
• Receiving
• Organizing
• Archiving
• Authorizing
• Protecting
• Search
• Filtering

WYSIWYG editor for composing email messages

Advanced search capabilities

Rules and filters for more efficiently handling and organizing messages

Email folders

If you answer "yes" to any of the following questions, contact us today so we can show you how to reduce email handling costs while dramatically enhancing customer satisfaction.

• Do you have multiple staff members managing 30+ emails a day?
• Would you like to implement an email management solution that automatically gets emails to the right agent, every time, with complete management visibility?
• Would you like quick, easy access to all emails to and from any customer?
• Would you like a complete suite of reports to tell you exactly how your company and its representatives are performing with respect to email?

Uses 4 different allocation schemes:

• Auto: automatically assign emails in sequence to each user in the group.
• Load-Based: routes email based on user availability. If a user is on vacation, will route to next user.
• Manual: Route emails to an "unassigned" folder so users can pick and choose.
• Pre-defined Rules: route messages by time, date, message content, customer address, and correspondence history.

Complete email communication history available.

• All inbound and replied emails are tracked in the included SQL database.
• Allows for the searching of detailed communication history - provides an audit trail for reviewing customer issues and escalation resolution

Build a library of standard responses:

• Pre-defined standard responses allow for a consistent, professional reply to common customer inquires that conform to corporate policies.
• Includes variables in order to provide customizable responses automatically.

Response Manager's System Reports includes over 40 standard reports viewed via browser:

• Hourly volume report.
• User monthly performance.
• Group mailbox performance.

Admin Application

• Very intuitive "checkbox" interface.
• Quickly configure and modify the system parameters.

System Alerts: Develop performance criteria that the system will monitor and send an alert email to the system administrator.

Categories: Messages may be automatically assigned categories. You can change a message's category, or assign a message to a category, for reporting purposes. This function allows you to see how many messages relating to a certain product or topic were received.

Powerful System-Wide Rules Engine:

• Create rules for both inbound and outbound emails that are "server-based", so they are in effect for all the users.
• For example, you can create rules that automatically assign messages to users, move messages between group mailboxes, send reply messages, or delete messages.

By moving e-mails into file-system folders in a structured way, messages can be managed alongside other related documents such as MS Word files. This simple concept allows all related documents to be kept together and made accessible to those who need them, rather than spread across multiple systems or at worst locked in personal in-boxes. Advanced notification and search facilities, then ensure that colleagues are kept aware of important e-mails and can find them with ease.

Main Modules

  Email Management

• Intelligent, server-based email management tool that integrates with FALCON ERP.
• Used to route, track and archive “corporate asset” inbound email from group inboxes such as info@, sales@, and support@.
• Has customizable rules, complete communication history, and a powerful reporting engine, so emails cannot be lost, avoided, forgotten or mismanaged.
• Response Manager pays for itself by preventing the loss of any important email.
• Automate the routing of incoming messages. Distribute emails to users in workgroups based on rules.
• Track and report email conversations. When messages are assigned to conversations, all messages associated with a topic are grouped, making tracking and reporting easy.
• Increase productivity by creating automatic responses. Instead of replying to each message you receive.
• Automate the approval process for outgoing messages so a manager checks specific emails before they leave the mail server.
• Store messages centrally. All messages routed through the mail server are stored in a standard format in the file system, allowing for easy retrieval.

  Benefits

• Save staff time and effort - make filing and finding emails quick and easy even when offline
• Reduce storage space and network traffic
• Save money by reducing the need to print emails and file hard copy
• Reduce storage cost by filing to cheaper storage

Simple and efficient filing enables easy searching and archiving

Reduce your inbox size without losing access to important messages

Free up email server space