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emailtopia Announces Business Process Consulting Division
Tuesday, May 5, 2009 - Toronto, Canada

emailtopia announces today that it has created a Business Process Consulting division dedicated to assisting customers plan and implement corporate email management strategies.

Corporations often need more than just a software solution; they need a better understanding of how their business can best utilize the people within their organization as it pertains to handling email. emailtopia brings a wealth of actionable ideas to the table in every business process consulting engagement.

Some of the areas that emailtopia counsels customers includes:

• Re-architecting mailflow within the organization
• Using performance metrics to improve agent productivity
• Setting service-level thresholds to balance customer satisfaction and productivity
• Best email management practices for managers and team leads
• Turning reports into a closed-loop improvement process

“emailtopia has been performing business process consulting as it pertains to email management for years, albeit informally,” says Michael Senechal, president of emailtopia. “Now we’ve formalized the process and staffed the division with a team of seasoned, veteran email management experts. We deliver real world solutions based on our 11 years worth of experience as a leading email management software vendor. When it comes to re-architecting any business process, experience is the most important consideration.”

Just a few short years ago, dealing with customer emails was not a high priority function for most companies. Today, small companies, enterprise-level contact centers and everything in between believe managing email is as important as managing phone calls. This is a direct reflection of the fact that the volume of customer emails is rapidly approaching the volume of customer phone calls for many companies. For companies who skew to an under-30 customer demographic, emails can vastly outnumber phone calls.

This growing reliance on email as the communication method of choice with customers makes it critical that organizations know how to effectively manage their emails. Companies that engage emailtopia to address their email management business processes will see remarkable improvements and a significant and measurable return on investment.

“Prior to our engagement with emailtopia, one group of agents was struggling trying to monitor 12 different group mailboxes. After our engagement, the number of group mailboxes was reduced to just four,” says Pat Furumoto, Director of Customer Service for Follett Higher Education Group in River Grove, Illinois. “This reduction, while invisible to our customers, means our agents are able to service their requests in a more timely and diligent manner. Decreasing reply times results in an overall improvement in service levels, which for us has a direct impact on our bottom line.”

About emailtopia (http://www.emailtoipa.com/)

Headquartered in Toronto, emailtopia is a leader in providing quality email solutions for global enterprises. The flagship product, Response Manager, is in use by such corporations as Primus, Radiant, ING Direct, Bank of Canada, AmeriCredit, DTN Market Access and Teva. To find out how Response Manager can help your company improve its customer service, contact info@emailtopia.com.

About Follett Higher Education Group (http://www.fheg.follett.com/)

Follett Higher Education Group of Oak Brook, Illinois, is the leading provider of bookstore services and the foremost supplier of used books in North America. Follett services five million students and over 400,000 faculty members through more than 800 stores. Follett also services more than 1,600 independent campus stores with its wholesale services, and has the most visited ecommerce collegiate website, efollett.com, that provides services and products through a network of more than 900 campus stores.

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