Microsoft Outlook Email Tracker

Microsoft Outlook Email Tracker (latest release)

• ‘Off-the-shelf’ Microsoft Outlook Office add-on application tool designed and built by in-house by PSP

• Ideal for businesses with a large volume of email communication

• Developed with the objective of improving customer services & business communication

• Achieves this by defining root cause of email communications, implementing corrective actions, thereby reducing emails received and time spent on email

Awarded Silver Application Development Partner by Microsoft

Email usage• McKinsey Global Institute and International

Data Corporation found that email is the second-most time-consuming activity for workers, next to "role-specific tasks"

• Radicati Group report found that the average corporate email user sends and receives about 105 emails a day

Using Outlook Email Tracker• Allows department managers to analyse

communication volumes and reasons for customer emails

• Tracks emails by person and department helping to identify the root cause of emails

• Gives a valuable insight into how promptly business emails are dealt with

• Decreases time spent on email

• Improves customer service

• Improves business communication internally & externally

Reason Codes• When responding the user is

asked to select a reason code from a pre-defined dropdown list

• These reason codes are fully customisable and can be tailored to each department

• Where reason codes are not available, the user can type a reason in the textbox to allow further analysis

Dashboard with in-built selector• Department Managers can access real time data

• Key measures include:• Emails received/processed by user• Emails by department• Emails by reason codes• Emails by category, internal, external…• Emails by division where applicable• Emails by day

• Simple in-built selector enables Manager to select and filter types of information to display• Date range• Category• Department• Division• Reasons

Service Level Agreements• Out of the box reporting allows performance

measurement by individuals and departments

• Standard reports include:• Emails received and replied to

• Total incoming and outgoing

• Email response 0-8 hrs broken down by 2 hr segments

• Email response 0-24 hrs broken down by 2 hr segments

• Email response 0-5 days, broken down by 1 day segments

• These can be customised subject to business requirements

• New reports can be created where you have an additional requirement

Microsoft Outlook Email Tracker Key Features

• Simple interface and easy to use

• Tracking email trails by 'subject', 'sent to', 'replied to', 'date and 'time'

• ‘One click’ buttons and setup, reducing time taken for logging emails

• Tracks and logs email traffic and causes without intruding on users privacy

• Monitor email causes and time taken to respond

• Monitor trends in emails

• Ability to carry out root cause analysis and then take corrective action

• Monitor email frequency before issue is resolved or sale made

• Customer service viewpoint on performance at individual user level

• Windows 7 & 8 compatible

• Runs with Microsoft SQL Server 2008

Customer Feedback"As a customer focused company it is vital we reply to customers quickly and

understand why they are contacting us. This was the reason I began searching for software solutions that could assist us in this area. The benefits of this

software for us are twofold; 1) That we gain an insight into the reasons why customers are engaging with us and 2) so we can use the speed of e-mail

response as a KPI for performance review.

From when I first contacted PSP regarding the outlook tracker to post installation Mark, Richard and Joe have been a pleasure to deal with. They were very

professional and answered all of our queries from basic questions to compatibility with our other software quickly and skilfully. They liaised with our

IT people in regards to upgrading some PC’s and other technical stuff.Like most people running a business I am very busy and always appreciate quick

answers to my queries and to deal with people that are knowledgeable about their product. PSP certainly delivered this and we are very happy with both the

product and the service."

Gary Cane, Premier Block Management Operations Director