The Shared Inbox ChallengeHouston, we have a...

The Shared Inbox Challenge

?What is going on in your shared

inboxes?

?? ? ?

The Shared Inbox Challenge

Who is responsible for what?

What is being done?

When will it get done?

What is the priority?

Review old method

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Mail received• Internal mails given deadline in subject line if there is a

customer deadline

• Inbox mover person puts the category with the person's name

• Owner removes the category and replaces with product category

Inbox mover• Sort by different categories• Delegates to product categories

Category Owner• Look for A or A+ customers• Check domain list to see if they are and A+ (4hr.) or A

(24 hr.) customer

Person • Change categoriy to name of lic. Specialist if A+• If not, then look for "A" first• Start at the bottom of the list for the rest (B, C

customers)

Challenges

• People cherry pick instead of taking the bottom mail• Employees forget that they have the inbox mover role

• Sane has a star system• Some use tasks - share rights to tasks• No follow-up when sending pricing to customer (Cc:

acct. Mgr.)• No set standard mark up• No thresholds on mark-ups• No fixed amounts for A+• No promotion of new ideas• A lot of stress

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7-step1. Learn about the NEW possibilities

2. Design the right solution for ATEA

3. Document the solution

4. Try it out for a few days

5. Make changes

6. Document

7. Continue to upgrade and ask for customizations

The Shared Inbox Solution

New ”Responsible” column where users or a delegator can assign mailsNew Next action column to see what is being doneNew ”When” column to see when it is due

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Different names for different languages

The Shared Inbox Setup

The Shared Inbox Toolbar

• Takes you back to your personal inbox• Keeps you aware for what’s going on (numbers of mails)

When you click on a shared inbxo…

Delete button and A+, A, B, C customer ratings

Filters

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Scenarios

Mails arrive and are:

Deleted or given a CATEGORY and dragged to a Shared Archive folder

Given a CATEGORY corresponding to a product category

Prioritized in the COMPANY field corresponding to a priority (A*, A, B, C)

Assigned to a RESPONSIBLE (Initials – you must know the correct ones)

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Scenarios

Individuals who share the inbox:

Sort by Today or All

Sort by All mails, Just me, All assigned, All unassigned

Re-prioritize in the COMPANY field corresponding to a priority (A*, A, B, C)

Re-assign to a RESPONSIBLE (Initials – you must know the correct ones)

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Let’s create our solution!

Atrendia copyright 2012

Cutting edge methods for companies that persue greatness

The Shared Inbox Solution