Ilyash Dedat, Customer Services Director recalls the problems his team was facing. “We were using Outlook to manage hundreds, if not thousands, of emails, and it just couldn’t cope,” he says. “Inboxes were overloaded. Agents found themselves unable to send emails as they lacked space in Outlook. We weren’t able to service customers as we wanted to, and agents were getting frustrated.”
The crunch point came when one customer called to complain that no one had answered their email. This prompted Dedat and Partridge to begin conversations with CRM providers, including Workbooks.