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Date : 10/15/2004

Fnac.com not only boosts productivity but also raises service levels with Eptica Email Management

Fnac.com has selected Eptica Email Management to manage its customers’ and members’ incoming emails.

After going live in February 2004, the solution was deployed in less than 3 months and today 7 staff are dedicated to handling Fnac.com's emails.

After a thorough study of the software market, Fnac.com chose Eptica Email Management because it corresponded exactly to their needs, ie a single and centralised solution to manage and record incoming emails, a Support tool for their agents, precise statistics on volumes and the quality of responses, accurate tracking of customer requests, a simple and flexible deployment and easily configurable with current Back Office tools.

“{Sometimes, during periods of intense activity, we are expected to handle up to 1,200 emails per day},” confirmed Pascal Roche, IT Director. “{These include information requests, questions about orders, etc. The experience acquired and the number of emails received meant that we perfectly understood our needs and could properly evaluate monitoring tools. Thanks to Eptica Email Management, our team is able to respond reactively to our customers' emails and give them tailored responses matching their expectations. Since the system went live, we have had a 25% gain in productivity and thus considerably improved our service}.”

Eptica's solution will ensure the accurate tracking of emails with an alert mechanism adapted to each stage of the handling process. Thus, no email need ever remain unanswered and responses are sent within an agreed time limit. Eptica Email Management offers up to 50 different types of report, eg on service quality, handling time statistics, etc.

Fnac.com will integrate Eptica with its Back Office (customer history file, enriched with the CRM contact database) and would like to be a reference for handling incoming emails. Eptica's clients include other PPR Group brands, ie France Billet, Vertbaudet, Daxon and Somewhere.