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About ING DIRECT USA
ING DIRECT USA is a member of ING Group, one of the largest financial services companies in the world with banking and insurance assets exceeding $800 billion. The International Nederlanden Groep. (ING) headquartered in Amsterdam, employs over 82,000 people in some 60 countries. What makes ING DIRECT USA different is that it is a virtual bank; meaning all transactions are by phone, mail or the Internet, hence their slogans ' save your money'.
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The Challenge
When running a world-class online financial services company, delivering prompt, courteous and accurate responses to potential and current customers is crucial to long-term success. When dealing with inquires via email, it is extremely important to the ING DIRECT USA management team to have a detailed audit trail of all electronic correspondence between staff and customers.
ING DIRECT USA realized quickly that they needed to install an email response management system in order to guarantee their staff was providing legally accurate information as well as the ability to produce detailed audit trail reports on demand.
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"…Response Manager allows us to expand our online presence with confidence, knowing that we have the infrastructure in place to manage our inbound customer email. Response Manager guarantees that we never drop the ball with one of our customers." |
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The Solution
With Response Manager, ING DIRECT USA is able to ensure that all incoming emails are tracked, routed and answered in a timely manner. Incoming email is routed to shared inboxes where three team members, using a web browser, access Response Manager's powerful tools to manage and reply to incoming messages in an accurate and professional manner. All incoming and outgoing messages are stored in a relational database, providing management with the ability to track email, view group activity, be alerted of messages not completed within a designated timeframe, and access a full reporting engine -including a full audit trail of all historical correspondence with the customer. ING DIRECT USA also takes advantage of Response Manager's unique routing ability to seamlessly have the probationary new staff's outbound email replies routed to their supervisor before the final delivery to the customer.
Response Manager provides ING DIRECT USA with an inexpensive customer service solution for today's email volume, as well as a proven infrastructure that will handle their future anticipated email growth.
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For more information contact: 416.239.4826 x242
info@emailtopia.com
www.emailtopia.com |
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