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Case Study: KLCC Radio

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Gayle Chisholm

Marketing Director, KLCC

Eugene, OR

Gayle is the Marketing Director and Webmaster at KLCC, a local Eugene public radio station serving 90,000 people in western and central Oregon. She manages the klcc.org web site and is the point person for Internet technology at KLCC. She arranged for KLCC to begin using Email Center Pro in the hopes of solving several email-related issues at the station, and improving customer service to their listeners, supporters and clients.

To start out with, I'd love to know how many email addresses were displayed on your website before you started using Email Center Pro?

Before we learned about Email Center Pro we were only using three email addresses, klcc@lanecc.edu, klccnews@lanecc.edu, and klccmusic@lanecc.edu. We were using the Lane Community College domain and not our KLCC.org domain because of email hosting issues.

What were your first impressions of the product when you signed up? What keeps you using Email Center Pro?

Right from the start, I found Email Center Pro to be extremely useful. We were able to change our email address to use our domain, klcc.org and now display over 14 general email addresses on our "contact us" page. Our staff was trained on the program in less than an hour and now all of our inquiries come into the right place and are read and responded to by the right people. It's been an extremely efficient way to handle the hundreds of emails we receive at KLCC each day. This system has greatly improved both our customer service and our internal email processes.

Were you using another product before or were you managing your emails through personal mail clients like Outlook or Gmail? Was the transition difficult?

We were using the three existing email accounts klcc@lanecc.edu, klccnews@lanecc.edu, klccmusic@lanecc.edu, all part of Lane Community College's Novell Groupwise email system. Messages coming to those accounts would be forwarded to multiple staffers' personal Novell Groupwise accounts. We would then need to coordinate and figure out who should answer what emails, and make sure that we weren't all ignoring or responding to the same messages. If someone went on vacation or got sick, it was difficult to make sure the emails that person normally responded to were not locked into his or her personal Groupwise account.

If someone went on vacation or was sick, it was only that much more coordination to make sure that the emails that person normally responded to were not locked into their personal Outlook client.

How are you using Email Center Pro? What are you using it for?

We use Email Center Pro to manage all of our general email accounts. We have now set up:

  • klcc@klcc.org
  • development@klcc.org
  • engineering@klcc.org
  • freshtracks@klcc.org
  • gardentour@klcc.org
  • membership@klcc.org
  • microbrewfestival@klcc.org
  • music@klcc.org
  • news@klcc.org
  • northwestpassage@klcc.org
  • sundayatnoon@klcc.org
  • underwriting@klcc.org
  • webmaster@klcc.org

As you can see we are now able to funnel emails directly into inboxes that make sense. Staff members organizing the Garden Tour can go directly into the gardentour@klcc.org inbox and see and respond to all garden related email. In past years we would have to forward emails that came into klcc@lanecc.edu to all the staffers working on the Garden Tour and hope someone, but not everyone, responded to each message. Not only do I feel like we have a better handle on our customer emails, but I also feel like my team has the right tool to handle the emails specific to their areas. And we can all see which emails have been responded to and what response was given. We love it!

You mentioned that Email Center Pro has improved your communication with customers, underwriters, and co-workers?

The collaboration features on the Email Center are the best! We are able to leave internal notes on emails and email threads to communicate with each other, before a mail is answered. We have been using the template feature to speed up our email response time, and to make sure that we send out a consistent response to each inquiry. We have set "Smart Folders" up for each staff member to track the emails important to them, and to get alerts to their personal email address when those emails come into our Email Center Pro. I feel like we now are working as a team to address all the customer and community needs a public radio station deals with, and are not wasting time forwarding emails back and forth from one Groupwise account to the next.

How many inboxes do you handle with Email Center Pro?

Currently, we're managing 13 email addresses, as opposed to only 3. We could have never set up this many specific inboxes if it were not for Email Center Pro. It would have been a nightmare to set up 13 different inboxes to forward to multiple lists of people.

So, how many other people from your office are using Email Center Pro?

Currently, we have 18 people in our office using Email Center Pro on a regular basis. Each person regularly checks only one or two email accounts, so no one is overwhelmed by messages or has to sift through emails unrelated to their jobs anymore.

Thanks so much for your time and insight.

You're welcome!

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