Messaging Intelligence

The business value of internal and external email interactions

 

Business requires sending and receiving thousands of emails everyday. A significant volume of operational and strategic information circulates through the different servers on a daily basis. Analyzing statistics and content definitely represents critical value.

However even more business value is hidden in the email interactions and relationships between people:

New leads within a specific period received no follow-up from the sales team. Why?

 

A specific client (not recorded in the CRM database) is only in touch with one specific salesperson in the sales team. Why?

There is unusually high traffic between a group of people from different departments. Why?

Only one employee is involved in email collaboration regarding various projects. Why?

Sensitive information is being shared externally. Why?

A sudden increase of attached files between an employee and an external recipient is detected. Why?

There are too many non-delivery reports for a specific user. Why?

There is a significant delay between the “sent” and “received” time within a given period. Why?

 

All of these  raise important questions. Answering these questions helps the company anticipate and reduce risk, and boost competitive advantage.

 The source of internal and external email interactions

 

Email as a formality

Email is used as an internal and external communication tool to officially confirm decisions made by phone conversation or during meetings.

Corporate announcements are officially confirmed through emails.

Business processes tied up in emails 

Business development requires emails. Following up with leads, sending product datasheets, pricing lists and business proposals are mainly done through emails.

Marketing still relies on email despite the proliferation of new social technologies. Mass mailing campaigns and newsletters are always sent through emails.

In the field of project management, email is also essential to share documents and send meeting invitations between project team members.

System notifications through emails

User notifications from different ERP systems used within the company are sent through email.

The HR team receives email notification from the HR system for updates. Salespeople receive email notifications from their CRM.  Project team members receive email notifications from their collaborative platform. Technical support teams receive email notifications from the ticket request system.

Additionally, agents, printer services and even voice mail all trigger email notifications.

Leveraging messaging intelligence to analyze email interaction

 

Understanding internal and external email interactions requires a deep analysis of each interaction one by one and all interactions together as a unit.

It costs a lot of time and money to allocate a team for such analyses due to the volume of email traffic.

Messaging Intelligence tools automatically capture email information, process it (statistics) and display the email interactions between internal and external users through insightful views and reports

Using these types of tools leads to better and deeper analyses of the situation. Messaging Intelligence equips an organization to:

Anticipate

  • Easily anticipate on-going changes in business and plan accordingly: new business opportunities are identified more quickly through relationship – analytics
  • Improve people management: managers can better identify candidates for potential advancement
  • Enhance transfer of knowledge: replacement of staff is improved through analysis of the network and relationships
  • Anticipate email system efficiency based on real email trends: better equip the system to receive a larger volume for a specific period of time without user interruptions or overloading

 

Prevent risks

  • Improve email access and security: all devices including mobile are captured and analyzed
  • Prevent leaking of confidential information: all internal-external emails are recorded and sudden peaks in file transfers are immediately tracked

 

Enhance competitive advantage

Efficiency of email system infrastructure is constantly reviewed to let users do their job efficiently. Business people are equipped to make better decisions. Overall productivity is enhanced.