Energy Retailer Excited About RM Reporting

Spark Energy Looking Forward to Using Response Manager Reporting
August 6th, 2010, Toronto, Canada

Spark Energy, leading U.S. retail energy supplier, is getting ready to implement Response Manager into their customer service process. Spark, which serves over 40 markets across the United States and has been in business since 1999, is looking forward to making use of Response Manager’s Reporting feature.

At Spark Energy, customer service is very important. When it comes to email interaction with customers, the managers need to have the necessary information to ensure the team is performing optimally. It is essential to have visibility into the distribution of work, as well as being able to look at response performance at the individual, departmental, and company levels. Because of this need, Response Manager and its Reporting feature are adding much value for Spark. “Without Response Manager, it would be necessary to collect all the information we need ourselves, and this would be very time consuming”, says Bassam Syed, Business Analyst in IT Project Management at Spark. “Response Manager really stands apart for us because of how detailed its reporting structure is.”

Response Manager’s Reporting structure is very easy to use, and provides a wide variety of data to help organizations inform key email management decisions. Response Manager Reporting gives you information on hourly email volume, user reply time averages, percentage of group mailbox replies that have been sent within the service level, real-time group mailbox aging, and many other valuable pieces of information. Additionally, one month after a customer goes live, emailtopia training provides a Reporting lesson to ensure that the customer is aware of everything this feature has to offer. This is a best practice of emailtopia Deployment Services. emailtopia conducts the Reports lesson at this later stage so that the customer's training on Reports can be based on their own real-world data. In the process, the customer acquires a more meaningful appreciation of how reporting works than is possible when using sample emails in pre-live training.

“Response Manager Reporting is a very important feature of our product,” says emailtopia President and CEO Mike Senechal. “We recognize that organizations need key metrics to inform their email processes, and it is for this reason that in training we put an emphasis on ensuring the customer is made well aware of what Response Manager Reporting can do for them.”

About emailtopia

Headquartered in Toronto, emailtopia is a leader in providing quality email solutions for global enterprises. The flagship product, Response Manager, is in use at such corporations as ING Direct, Omni Hotels, Broadway.com and Ingram Micro. To find out how Response Manager can help your company improve its customer service, contact info@emailtopia.com or visit www.emailtopia.com.

For more information please call:
Paul King, emailtopia
416-239-4826 x242
paul@emailtopia.com