Zepto Computers A/S have used eTrack to handle all their e-mail and web correspondence since January 2006. With more than one year of eTrack experience, Zepto Computer A/S have chosen to make eTrack part of their strategic package, which new distributors and agents in other countries are presented with, exactly on a par with their ERM, CRM and web-shop systems of choice.

”eTrack ensures that we provide quality in our customer service delivery for all e-mail and web enquiries. At the same time, eTrack ensures that we never delete an e-mail or lose an e-mail if a customer calls or writes to us later”, states Administrating Director Lasse Frost.

”We can, at the any time, link from our sales support system to all e-mail correspondence with any Zepto customer who we have at some time been in dialog with. This correspondence was previously located in either single user or group mailboxes and was hard to track. With eTrack, all our correspondence is now more transparent, and we have, as a company, improved our customer service by leaps and bounds. All this is attributed to our use of eTrack” continues Lasse Frost.

eTrack is the e-mail version of a voice-response system. eTrack ensures that all enquiries get to the right employee or team without having to be screened or handled in any other manual manner before being forwarded. eTrack ensures that no enquiry is deleted by accident, and also ensures that service goals can be measured and met.

”At Zepto, we get approximately 20,000 new customers every year, and it is therefore essential that we constantly improve our effectiveness on all fronts in our support departments. eTrack has already saved us, at a minimum, 50% of the time we previously used when handling e-mails via outlook. On top of this, we can, with a simple click, get a complete overview over all current enquires categorized by employee, department or enquiry type. This gives us a unique opportunity to react much faster than before if our service goals are not met,” says Morten Kjaersgaard, COO.

"We have, with eTrack, gotten a leadership reporting tool which provides us with all the information we need to manage customer enquires” continues Morten Kjaerdsgaard.

eTrack is a unique application, which replaces those ”inboxes”, which employees share. Shared inboxes neither ensure that enquiries are responded to correctly or on time, and they may even be deleted with no tracking record available. eTrack fulfils the requirements of quality control and trace-ability, and ensures effective handling of enquires, living up to set service goals and company policy regarding process and documentation.

The eTrack product has existed since 2005, and today handles, on behalf of our customers, more than 2,000,000 e-mails yearly with over 1,000 customer service employees using eTrack daily.