The Shared Inbox ChallengeHouston, we have a...
The Shared Inbox Challenge
?What is going on in your shared
inboxes?
?? ? ?
The Shared Inbox Challenge
Who is responsible for what?
What is being done?
When will it get done?
What is the priority?
Review old method
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Mail received• Internal mails given deadline in subject line if there is a
customer deadline
• Inbox mover person puts the category with the person's name
• Owner removes the category and replaces with product category
Inbox mover• Sort by different categories• Delegates to product categories
Category Owner• Look for A or A+ customers• Check domain list to see if they are and A+ (4hr.) or A
(24 hr.) customer
Person • Change categoriy to name of lic. Specialist if A+• If not, then look for "A" first• Start at the bottom of the list for the rest (B, C
customers)
Challenges
• People cherry pick instead of taking the bottom mail• Employees forget that they have the inbox mover role
• Sane has a star system• Some use tasks - share rights to tasks• No follow-up when sending pricing to customer (Cc:
acct. Mgr.)• No set standard mark up• No thresholds on mark-ups• No fixed amounts for A+• No promotion of new ideas• A lot of stress
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7-step1. Learn about the NEW possibilities
2. Design the right solution for ATEA
3. Document the solution
4. Try it out for a few days
5. Make changes
6. Document
7. Continue to upgrade and ask for customizations
The Shared Inbox Solution
New ”Responsible” column where users or a delegator can assign mailsNew Next action column to see what is being doneNew ”When” column to see when it is due
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Different names for different languages
The Shared Inbox Setup
The Shared Inbox Toolbar
• Takes you back to your personal inbox• Keeps you aware for what’s going on (numbers of mails)
When you click on a shared inbxo…
Delete button and A+, A, B, C customer ratings
Filters
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Scenarios
Mails arrive and are:
Deleted or given a CATEGORY and dragged to a Shared Archive folder
Given a CATEGORY corresponding to a product category
Prioritized in the COMPANY field corresponding to a priority (A*, A, B, C)
Assigned to a RESPONSIBLE (Initials – you must know the correct ones)
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Scenarios
Individuals who share the inbox:
Sort by Today or All
Sort by All mails, Just me, All assigned, All unassigned
Re-prioritize in the COMPANY field corresponding to a priority (A*, A, B, C)
Re-assign to a RESPONSIBLE (Initials – you must know the correct ones)
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Let’s create our solution!
Atrendia copyright 2012
Cutting edge methods for companies that persue greatness
The Shared Inbox Solution