Eptica launches Eptica Express™: the first Email Management Solution dedicated to SMEs

Eptica, the European leader in web self-service and email management has launched Eptica Express™, an email management solution dedicated to SMEs.

Eptica Express optimises inbound email management and improves customer service quality levels through the centralisation of emails into one single efficient queue, displaying queries according to competence level or query type. Eptica Express is an on-demand solution that requires only a simple internet connection, no hardware investment and is 100% compatible with existing systems.

Although 80% of Eptica's customer base is made up of larger enterprises, Eptica understood that SMEs were also experiencing huge increases in online requests due to the rise in the internet as a communication channel between a business and its customers. Eptica Express was developed as a tool to equal those used by larger Eptica customers, but with the price and functionality adapted to the needs of the SME. The absence of any specific solution addressing these business needs for the smaller enterprise, gave Eptica impetus to develop Eptica Express.

The solution allows SMEs to manage customers enquiries promptly and efficiently. It provides a choice of template responses organised in a knowledge tree structure and a detailed customer history with 100% tracking of all enquiries. Real-time or deferred reports on volumes, productivity, query topics and most frequently used responses are also available.

Paul Barnes, managing director Eptica UK and Ireland commented: “Today, it is not enough of a differentiator for small businesses to simply have good products and competitive prices. They must also be reactive and maintain exemplary customer service.” Barnes continued: “Eptica's acquired experience in email management for larger enterprises, together with the evolution of the internet market, naturally led us to develop a solution dedicated to SMEs".