Flying high with eMail Manager

Aerospace company Hawker Pacific Australia has turned to a web-based management tool to help take control over company email

Hawker Pacific sells and supports aviation products to a broad range of customers around the world. IFModules eMail Manager is used to manage high volumes of incoming email with a sales and support team that are located in multiple locations such as South East Asia, Australia, the Pacific and the Middle East.

Darrin Nicholson, Business Analyst at Hawker Pacific Australia, said, “Hawker Pacific needed a way for our sales teams to have visibility across several mailbox’s which allows team load balancing and better coverage when team members are away from the office.” 

“We can adapt and move people depending on the load experienced in one mailbox, considerably reducing customer response times, whilst also balancing employee workload. eMail Manager has allowed us to react to customers more quickly and consistently.”

Darrin’s favorite stand-out features, are the ability for multiple users to gain access to one folder or conversion and the easy access his team has to Standard Replies.

“Standard Replies saves us considerable time and ensures consistency in communications to our customers,” he said.

“Every aspect of eMail Manager’s functionality is designed to give easy time saving responses to customer requests, and every detail of each conversation is displayed in an easy to follow manner,” continued Darrin.

“The full audit trail for every action on every email is also great to keep track of what is happening. It’s the best email management solution out there.”