We are currently running a trial of our new Enigin e-marketing system with a small number of our distributors.
The e-marketing applications allows our Enigin Partners and Distributors to send promotion emails in HTML to their customers, all via an easy-to-use interface.
More details to come when the software is finally launched. Hopefully next week! 
Over the last few months Enigin have undergone a systemization process to streamline the way which we handle our customer service. This has been driven by our Managing Director Ian, but all of the staff at Enigin have brought into the concept completely and can see how it’s helped to make our jobs easier, whilst also delivering a vastly improved customer service experience.
12 Months ago we had 4 business support staff who were on the telephone 8/9 hours a day, personally dealing with distributor enquiries. We found that the majority of the time was spent answering the same questions over and over again. Apart from being inefficient for us, it also meant that Distributors could only get answers to their questions during UK office hours and also they had to queue on the phone to get the support they needed. Since we operate globally, this was inconvenient to a number of our Distributors.
So we hit this issue hard in two ways:
1) We built a ‘Knowledge Base’ which contains 100′s of answers to common questions raised by distributors. The system was built using our IGLOO system and put together by the Enigin Developers. It is now fully maintained by our support team who add on average 2 articles a day. These new articles are emailed out to our distributors at the end of each working day so they can benefit everyone. We have recorded many ‘screencast’ videos for the Knowledge Base which have provided to be very popular. They say that ‘A picture tells a thousand words’, well, each screencast contains upwards of 4500 frames (pictures), so that’s 4,500,00 words! and all without actually speaking to us!
Result: Distributors now have access to our complete knowledge 24 hours a day to browse at their leisure. Repeat questions have dropped dramatically and it allows the support team the freedom to work on other projects.
2) The next area which needed attention is how we dealt with emails from Distributors. Historically, distributors have emailed each team member individually with their comments or problems. If the staff member was on holiday or out of the office then this email wouldn’t have been seen or replied to. It also meant that the Management team at Enigin had no idea about the volume of questions or which area of the business they related to.
Enter the ‘Ticket System’. An online application which allows us to organize incoming questions and enquiries by department and support member. This system had completely changed the way which we work and had improved our workflow immeasurable. Each staff member is alerted when a question is submitted which is in their department and they either answer it or delegate it to someone else who is more specialised in that area. It also allows our Management team to view reports on the questions answer, who’s answered them and which one’s are outstanding.
Result: Emails are handled efficiently by a member of staff who specialises that that particular area of the business. We aim to have all questions answered within a couple of days, and so far, we’re doing pretty well
We have had so many positive comments from our Distributors about our changes and it’s always nice to hear that what we are doing is really helping them with their Energy Saving Businesses.
If you are an Enigin Distributor and would like to see a technical video about how our support team work then please visit the following link:
(You will need to have a Knowledge Base login.. if you don’t then sorry for now!)
Image by Light Knight (http://www.flickr.com/photos/lightknight/3394726696/)
There’s a rumour around the Enigin office that a new version of Eniscope Real-time and Analytics is launching this month. I can’t say anymore but the development elves are working very hard on the next release. Faster displays and more powerful analytical software… Sounds like a winner to me! Find out more later this month
Just a quick tip from this Enigin developer. We’ve found some Mac software which makes searching in Apple Mail quicker and more powerful.
Check it out!
http://www.getrocketbox.com
You may have noticed that it’s been very quiet on Enigin Digital over the last week. Well, don’t despair! We have good reason!
Today Enigin launched The Knowledge Base! We’ve been working on it for the last few months and packed it full of vital information for our Enigin Distributors, including software downloads, manuals, videos, screencasts and articles. From now one, it’ll be the first port of call for Distributors needing help with Enigin products or services and it’s available 24 hours a day!
The Knowledge Base will continually evolve and develop based on feedback from our customers, everytime we receive a unique question via email then we’ll add the answer to the KB for the benefit of the community.
If you are an Enigin Distributor and have used the KB then please let us know what you think
Happy New Year everyone! We did it, we got through it… the Christmas break is over and it’s back to work at the Enigin office on Monday.
I always have mixed feelings about returning to work after a break. I love my work but once I stop, I find it difficult to get back into things after having so much time off. It’s been a good holiday and i’ve spent a lot of time with friends, family and gigging. Our last gig of the year was in a posh restaurant and we went down a storm!
It’s going to be a great year. My first task next week is to work with Business Development Manager Calvin on the new Enigin Knowledge Base due for launch shortly. Our Knowledge Base is going to change the way which our Distributors receive support from us and contain many articles, FAQs and video tutorials to help them run their independent Energy Saving business.
I wish all of our Enigin Distributors the very best for 2010. Get out there and make it happen!