One of our first customers to use Anvert has managed to efficiently oversee more than 3000 emails a month, with no lost or unanswered emails.
Sooner or later, every successful business reaches the point where its email communications become an untraceable and unmanageable mass of data. Reviewing this can take up a lot of time for leaders, time that could be spent elsewhere. Before this point is reached and problems arise, it's worth considering an IT solution. In this article, you can learn about the emailing problems of a commercial business and how Anvert has helped them. Csavarker Ltd. has been a long-time Anvert user and we're glad that we were the ideal solution to their problems.We spoke to Jenő Tari, owner of Csavarker Ltd.
Today, digital communication has arguably become the most important channel for us to communicate with our customers. It is traceable, retrievable and relevant to today's needs. What we have found is that, other businesses judge us largely by the colleagues who are responsible for our customer relationships. Ő They are the ones who respond to requests for proposals and they are also the ones who deal with the complaints we receive. If customers do not receive timely responses, we are said to be slow, and if the quality of our communication is poor, we are generally spoken of in negative terms. As the leader of the company, these are often a criticism of me and my work. At Csavarker, we now know that we have more than 36,000 separate correspondences with our customers every year.. That's an average of 100 a day, not counting weekends and holidays. If we add to this the fact that less than 10 people are actively involved in correspondence, we can see the scale of it. For years, one of our most time-consuming daily tasks was to go through these and deal with problems. We realised that this was often a redundant, very time-consuming activity that could perhaps be solved by automation.
On several occasions, we were not sure whether a valued customer had received a response from us and we had to investigate. In such cases we often sent unnecessary emails back and forth while our client had already received the answer to his question, but we did not see it because our colleagues forgot to copy us on the answer. It also happened that we did not know which of our colleagues was responsible for a question, in which case we were forced to send this letter to all our colleagues, waiting to find out who was dealing with that customer. This generated more emails, which many colleagues read for no purpose at all, and also distracted them from the task they were dealing with. This was the problem we were looking for a solution to, but for a long time we could not find one. We also issue 40,000 invoices a year, and it became unmanageable without automation. We were looking for a solution that is easy to use, transparents makes it easy to follow up without creating additional administrative work for anyone.
When we decided that we had to implement a system to solve the above problems, we had to change several things. The company mailboxes were managed with the old standard POP3 protocol, which did not allow incoming and outgoing mail to be synchronised in real time between each device (computer, tablet, phone) and our mail server.We had to solve this first of all, which simply meant upgrading our mail with IMAP protocol. This request may seem very complicated at first, but it is easy to understand for the IT server operators. This immediately had a number of advantages, for example it is often a great help to be able to see emails on the phone, reply to them, forward them, or when we sit down in front of the computer, everyone can continue the correspondence from where they left off on another device. We knew that we were looking for a solution with little effort, but a great flow of information internally. Anvert is unique in this respect, unlike other task management and customer relationship management systems, it requires absolutely no day-to-day administration and is fully automatic. We would not have been at all more efficient if we had had more people doing the same task, and that narrowed down the solutions that could meet our expectations. When we first met Anvert, it was still in the development phase, and we were keen to test it and help the developers to create a software that could really do what it says and it can help small and medium-sized business leaders effectively. Once we connected the email accounts we wanted to monitor to Anvert, the system immediately gave us insights the past 30 days. Then came our next realization, which was that we have a very large volume of automatic email notifications (automatic invoices, courier service emails, order confirmations, and letters about promotions, etc.). These are all emails that are necessary but do not require a response, we have nothing to do with them. Fortunately, Anvert offers easy to set up filters, so we can easily take these emails out of the analytics. In our company, it is not necessary to answer emails very quickly, the focus is more on getting everything answered. Therefore, we have set a 48-hour interval in the configuration of the system to notify us when we have idle (unanswered) email. We now only look at these mailings. In numbers, this looks like 6-7 out of about 100 mail streams per day. Instead of the 100 we used to have to look at, we only have to look at that 6 or 7, and that saves us a lot of time every day. We've already had the chance to try out Anvert's new feature, the text analysis. This takes a different look at your company letters, based on their sentiment. Based on the test period, this will also be a very useful help, letting us know at an early stage if a problem is developing.
„It is often said that one of the most valuable things is information. It's good for us to know in time if one of our customers is disappointed”