Britannic | Business Email Management Software

What email management and automation can fix

Implementing effective email management and automation can have a significant positive impact on a business. It enables streamlined communication, allowing prompt and personalised responses to customer enquiries, therefore enhancing overall customer satisfaction and loyalty.

Through clever email automation and efficient email management, businesses can save time and resources, enabling employees to focus on more critical aspects of their roles.

Additionally, email management software contributes to improved efficiency, scalability, and consistency in customer service, leading to enhanced brand reputation and ultimately driving business growth.

"Our review scores could be a lot better!"

INBOX helped our customers increase their reputation scores by 1.2 stars by being able to design their email customer journey, removing ‘white noise’ emails and reducing the amount of times a customer has to communicate with an agent.

"Customers complain about waiting times for a response"

By removing unnecessary emails INBOX frees up your agents' time to be more productive, thus reducing response times.

Greater customer service.

"Employees need to open multiple windows with customer information"

Using INBOX’s open APIs, you are able to ‘pop’ your customer's record alongside the email, reducing the need for multiple windows to be open.

"Our agents spend a lot of time on mundane data entry"

Using INBOX's parsing ability and API tool, you are able to read and extract data from emails and attachments and push it to the back office systems, saving you time and reducing human error.

Spend time on higher priorities.

"Customer tickets, emails and enquiries often get missed"

Whether natively or by integrating with your contact centre, INBOX is able to prioritise and present emails to agents so none will be missed. Cherry picking will stop and productivity will increase.

"I have minimal visibility or analytics around emails"

How many emails can your agents deal with in a day? What type of emails do you get? Gain visibility around email traffic with the built-in dashboard and raw data export. No need to manually count or watch agents live. Outlook and Gmail give very little visibility, INBOX's open API reporting means you can gather data on what you need.

Get the transparency you need!

INBOX in action!

INBOX reads, sorts, parses and threads emails and reassigns them based on custom rules. It can even turn them into tickets to combine all elements of the conversation both in and outside the thread. INBOX can integrate with your contact centre, passing relevant interactions to staff for rapid response or orchestrated business processes.

More business benefits of using INBOX

Lower cost to serve

The price of an agent physically dealing with a phone call, email or social media message are in the £££'s. INBOX's cost to serve is in pence.

Better visibility

Tracking the emails and how they are being routed improves visibility and resource use across the business. Helping you to better manage peaks and troughs in demand.

Help priority customers

INBOX can be automated based on rules you create, meaning agents not only have to deal with fewer enquiries but their time will be freed up to prioritise the most important or emergency customers.

Higher first contact resolution

INBOX can respond to communications based on rules and tags. Meaning, repetitive enquiries can be automatically resolved. Greatly increasing first communication resolution.

See complete INBOX functions and features

Email automation reimagined - how much money could you save?

Email automation increases productivity and helps you gain more human value from your team. INBOX helped a council deflect 60% of their emails from their contact centre in under two weeks. They are seeing fantastic ROI from INBOX. See what your return could be with our quick and easy ROI calculator. Get started today and see how Britannic can help your business optimise its technology spend.

See how much you can save with automation

Mercury Holidays

Mercury, an award-winning holiday and escorted tours company, manages thousands of digital interactions with INBOX. Britannic deployed their digital INBOX to streamline customer enquiries with categorised, automated and prioritised responses.

View case study View all case studies

INBOX saves the day for Mercury

Neil Whitaker, Head of IT,

Mercury Holidays

In the most challenging business climate we have ever seen, the biggest gain for us implementing the INBOX solution is efficiency. We have automated the organisation of our workload during this hectic time and now have the ability to implement self service for our customers which will lead to improved efficiencies and vast cost-savings.

The biggest questions concerning email management and email automation

INBOX is a powerful tool that enables businesses to automate and optimise their customer service efforts. By leveraging email automation, companies can create and send targeted messages to customers based on their specific needs and preferences drastically saving business resource and improving overall customer service.

INBOX allows businesses to send automated responses to customer inquiries and requests. When a customer reaches out for support or assistance, an automated email can be triggered, acknowledging their message and providing initial information or a confirmation of receipt. This immediate response helps set customer expectations and assures them that their query is being attended to.

Secondly, INBOX enables businesses to send personalised and relevant content to customers at various stages of their journey. By segmenting customer data and utiliisng automated email workflows, businesses can send targeted messages based on specific triggers or actions taken by customers. For example, if a customer is asking for an order update or submits a simple enquiry such as 'When are my bins being taken out?" This personalised approach makes customers feel valued and fosters a stronger connection with the brand but also customers satisfaction comes mainly from the prompt and correct response/answer.

INBOX's email automation elements can also be used proactively; by setting up automated email campaigns, businesses can send follow-up emails to check customer satisfaction after a purchase or enquire about their experience with a particular product or service. This proactive communication demonstrates care and attentiveness, leading to increased customer satisfaction and loyalty.
The amount of money that your business would save on average by implementing automated email management tools and software like INBOX for your employees would depend on several factors; such as the number of employees, the amount of hours worked, the amount of emails received on average and the amount of emails that can be automated.

If you're interested in email automation and management then try our INBOX calculator for free. Answering 4 simple questions will give you a snapshot of ROI by investing in our INBOX software.

Try INBOX ROI calculator for free
The amount of time that businesses waste on email administration and management can vary widely, but Britannic finds that the typical factors are determined by:
- Number of employees
- Frequency of email communication
- The complexity of existing email systems and software (if any)
- Confidence and skill level of the employee
- The efficiency of email management processes
- Telephony infrastructure - do employees have the same experience working remotely as they do in the office?
Studies have shown that email administration and management can be a significant time sink for businesses. McKinsey & Company found that employees spend an average of 2.6 hours per day on email-related tasks, amounting to approximately 28% of their workweek.

Another study conducted by Adobe Systems found that the average worker spends 4.1 hours per day checking email, which translates to 20.5 hours per week. The study also found that workers feel overwhelmed by the number of emails they receive and spend significant time deleting or organising emails.

By implementing INBOX our automated email software tool, business can save significant time and money, but also drastically increase customer service, response times and employee well-being and satisfaction.
There's a considerable amount of time-wasting practices that employees fall trap to, all which can be avoided by investing in a smart email management tool:
- Checking emails too frequently: Constantly checking email can be a major distraction to an employees day to day tasks. Employees may waste time repeatedly switching between email and other work, rather than focusing on completing one task at a time.
- Managing and curating their inbox: Many employees waste a lot of time sorting through their emails, whether that's putting emails in different folders, flagging emails with different priorities, or even deleting spam and checking junk. This email 'housework' is a big time sink.
- Not prioritising emails correctly, or not at all: Employees may waste time on less important emails, such as newsletters or marketing promotions, rather than focusing on urgent or important messages. This can lead to important emails being missed or delayed, resulting in missed deadlines or opportunities.
- Responding to emails immediately: Responding to every email immediately can be a significant time drain. Employees may spend too much time crafting lengthy responses or providing unnecessary details when a brief response would suffice.
- Replying to all: Employees may waste time by replying to all recipients on an email thread, even if their response is not relevant to everyone. This can result in unnecessary email clutter and may lead to confusion or miscommunication.
- Poor email organisation: Employees who do not organise their email effectively may waste time searching for old emails or important attachments. This can be especially frustrating when dealing with a high volume of email traffic.
- Multitasking: Attempting to multitask while responding to emails can be a significant time drain. Employees may spend more time switching between tasks than actually completing them, resulting in decreased productivity.
- Email anxiety: Many employees feel the need to respond to seniors quickly and this is also true for customers; however this is most of the time at the cost of not responding to others and the longer an email is unanswered, the more anxiety and worry is built up, leading to the employee rushing a response which can lead to errors and misinformation.
A business orchestration tool like Britannic's INBOX, is a software application that helps streamline and automate complex workflows or processes. It allows users to define, manage, and execute various tasks, activities, or operations in a coordinated manner. This should not be confused with a Marketing Email Orchestration Tool which marketers use to create outbound campaigns.

INBOX's email orchestration element specifically refers to the automation and management of inbound emails and digital communications. Email orchestration offers several benefits for businesses:
- It saves time and effort by automating repetitive tasks, such as sending welcome emails, follow-ups, or abandoned cart reminders.
- It helps maintain consistent and timely communication with customers, ensuring they receive relevant content at the right moments.
- By segmenting the audience and sending personalised emails based on their behavior or preferences, email orchestration increases engagement, conversion rates, and customer satisfaction.
Overall, a business orchestration tool empowers businesses to effectively manage and optimise their customer journey, allowing customers to self-serve, improve first contact resolution and handle customer queries without human intervention.

Speak to us about INBOX

Request an INBOX Demo

After requesting an INBOX demo using the form on the right, you’ve taken the first step to rapid email management, email automation and improved customer engagement. A member of the team will be in touch shortly to arrange a suitable time!