Payday HCM's customer support team started using Email Meter to gain understanding across 5 team mailboxes. They've cut down their response time from 5 hours to 2 — and are steadily improving every month!
Payday HCM is a Workforce Management company helping their clients with things like payroll, HR, employee benefits and more. This means their support team gets inundated with emails every two weeks, when payroll goes out. There are 5 teams operating out of distinct inboxes, and Payday has set a 2 hour response time SLA for these inboxes.
Payday started searching for a tool that could quickly and easily give them insight into these 5 inboxes, without having to use an entirely new CRM system or something similar. They were tired of being kept in the dark about the response time and workload of their agents. They knew that what gets measured, gets changed. The manager decided to use Email Meter to check in on the team monthly, and share the results about email volumes and response times with each team.
With Email Meter, the Payday Operations Manager was able to log in and was shocked to find out that their response time for every team was bordering 5 hours, which exceeded their SLAs. They shared this information with the teams, and urged them to be more mindful when responding to emails. With a clear goal in mind, and after a few months of using Email Meter, the manager was pleased to share that the team was finally dipping under the 2 hour mark for response times!
Although Payday’s management is most interested in their monthly goals, they also like to focus on certain days and create daily reports. This way, they can see exactly what days during a month were the busiest, and determine why “the ball was dropped”. Did response times go up because workload was higher? This helps management determine how to distribute new clients to each team.
“Email Meter has definitely helped us to improve our response time. Once you’re able to actually see your stats, it gives you the ability to see if you’re doing a good job, and who is really doing the work. Without Email Meter, you’re just guessing!”
While viewing their Email Meter reports, they noticed that for clients with a longer response time from Payday, there was a higher volume of emails. When response times started to go down, the correlation between email volume and long responses became clear. Clients were less likely to send pesky follow up emails. Email Meter also allowed the manager to see if the agents were actually sending too many emails out, and creating this overcrowded inbox. If you send a ton of emails, you’ll receive a ton back. It helped the managers create a new workflow where after 10 emails were exchanged, agents should be calling a client to touch base with them. This goal was very easy to check up on every month using the Top Interactions chart.
Industry
Financial Services
Company Size
10-25
Team
Customer Support
Solution
Team Visibility
