What is EMS Pro?
EMS Pro is an enquiry management system that:
- Chains email communications together to form enquiries
- Ensures safe storage of all enquiry correspondence
- Monitors and provides real time service level compliance
- Tracks the status of an enquiry
- Allows users to diarise enquiries for follow up
- Ensures business continuity
- Records users production
- Facilitates data mining and trend analysis
How robust is EMS Pro?
EMS Pro is helping clients with one or two people manning a mailbox, clients with more than 80 people manning a mailbox and teams with upwards of 50 people manning over 20 mailboxes.
In short it scales well.
At the heart of EMS Pro is Microsoft SQL which when correctly designed and managed provides an extremely stable backend infrastructure capable of supporting many thousands of connections.
We have clients that choose EMS Pro to manage around 3000 emails a month to clients who use EMS Pro to manage over ¾ million emails a month.
How does EMS Pro work?
EMS Pro is deceptively simple:
- It chains interactions into enquiries.
- It provides the tools to capture enquiry specific meta data.
- It divides enquiries into two broad categories unresolved and completed.
- It colour codes each enquiry according to where it is in terms of an agreed service level.
- It ensures that all data is securely stored.
In short it allows a team to know how many enquiries are being handled, how quickly they are addressed, what they were about and who did the work.
This transparency results in a high level of business continuity and risk mitigation as each person in a team can pickup where another team member left off.
We hear that EMS Pro is a thick client. Why not a thin client?
The short answer is that a thin client solution is nowhere near as fast.
Speed for our clients is of paramount importance and a thick client solution wins this race. Moving the work to a central web server means that the processing that currently takes place at the desktop happens at the web server and with 100 or 200 users a company will have to invest in very robust SQL server and Web server infrastructures.
When we refer to a business email it is mail that is destined for a shared business mailbox and not a sally@xyz.com mailbox. Having mail that is routed to a personal business mailbox is not in line with business email best practices as this exposes the business to risk should that resource be absent for whatever reason.
That said we have found that companies generally create teams that are located at a central location with a team leader or manager. Here the team is located on a LAN and not a WAN or over the Internet. EMS Pro takes advantage of this bandwidth and is optimised for use in this environment. In the rare occasions that team members are located remotely we use either a Windows Remote Desktop session or a Cirix session to provide the comparable responsiveness.