Access to real-time and accurate operational management information is a challenge faced by many managers. In this day and age, it really shouldn’t be that difficult. Yet it’s not uncommon for managers to spend up to two or three hours a day just collecting and organising information before they can make sense of it, not to mention the admin effort that goes on behind the scenes by other team members to enable the reporting. And if it’s collected manually there’s a chance the information isn’t even that accurate.
For those organisations still using Outlook to handle their correspondence, the manual process for generating the necessary reports is often painful as it’s error prone, time-consuming and far from ‘real-time’, as illustrated in the graphic below (click to enlarge).
How much easier would your life be, and how much more efficient could you make your operation, if at any time you were empowered to:
- Know exactly what your team’s workload and throughput is?
- Easily compare and contrast work changes week on week, month on month, year on year?
- Truly know who’s really performing and who’s not?
- Spot any contacts that are at risk of breaching your SLAs?
Being able to do these things should be a given, however the ability to ‘keep an eye on things’ goes beyond simply having accurate and timely information. It’s also about having escalation processes in place that avoid problems with work not being processed due to holidays or sick leave; and proactively bringing high risk items to your attention in a timely manner.
An email solution which can automate the escalation process around your SLAs, and automatically reallocate work when employees are out of office would take even more off your plate, and give you back the time to dedicate to the things that matter to you.
To find out how we helped a leading sports brand to increase their contact volumes by 70%, whilst reducing operational costs by 15%, take a look at our case study.