Responding to Labor Department - Workshop by Right-X (Pvt.) Ltd.

Have your own eMail campaign/ eNewsletter setup

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Click here to read why . . . . . . .

Sending out your own email campaigns or eNewsletter is not that difficult once you have the right setup. A bulk mail sending tool, a mail gateway, a template library, Internet link, and the simple knowledge of preparing attractive messages (if you have the MS word knowledge, you will be ok) you have the freedom of sending unlimited number of messages over and over again without any additional costs. Sending 24 campaigns out will pay back your investment.

You will have full control of your messages.

Our solution will include;

Setting up of the bulk mail sending platform,
Free tools for Mail gateway, message and eNewsletter editing,
Training on creating messages and newsletter effectively, Spam score controlling, email gateway trouble shooting

Read  detailed description about the solution provided here

Call us or send us an e-mail for more information

Features of a bulk email sending facility - to have your own facility

A comprehensive solution of sending bulk mail messages and eNewsletter facility should be consisted of many many facilities and features. This blog describes the features of the system and special considerations for operating such solution.

Bulk eMail sending client

Thus is an application software, which has the capabilities of sending out bulk mails. such software should  be capable of developing messages or email. The editor should be capable of designing attractive messages. Further, the tool should be capable of maintaining multiple address lists. Solution we are proposing will have the capabilities of merging the mail lists details with the message, where you have the capability of personalizing the message.

Managing Bounce backs

Bounce backs are email addresses that get rejected from the recipients mail servers. Such mail addresses should  be removed from your mail lists. This will eliminate the consuming of band with for unsuccessful email addresses.

Managing un-subscription requests

Some recipients may request you not to send any more mail. Such un-subscription requests should be entertained for ethical reasons. System you are using should have the facilities to capture the un-subscription requests and cater for same effectively.

Template Library

Template libraries are software collections which give you attractive message templates. You can simply replace the texts and images and develop an attractive email message or an eNewsletter within relatively short time.

SMTP Gateway

SMTP stands for Simple Mail Transfer Protocol. You should not use your ordinary mail gateway to send out bulk mails or eNewsletters. If you do so, you will cause interruptions to your regular business mails. Thus you are advice to maintain an exclusive outgoing SMTP server for bulk mail facility. We provide this software FREE OF COST.

Communication Link

Having a communication link, or an internet link is an essential requirement for your facility. It is advised to obtain an internet facility with a dedicated IP address for effective and economical operation of the facility.

There are specific domain of knowledge required for maintaining the bulk mail sending facility. Designing messages with zero or low email messages and  trouble shooting the mails sent out will be specific skills among many other skills required.

Why you should send your own email messages

Sending bulk email messages have become considerably big business today. The service providers will promise you the no. of email address that they will send out. They may be having a well managed email lists. Yet are they the target segments of your business. Basically you will not have control over the email messages you are sending. When you send your own email messages you have the full control over the emails you are sending.

If you want to send bulk emails or eNewsletters, to your customer base, employees, or the membership of your society, you may have to provide the email list to a third party. Your customers, employees, or the membership will not appreciate giving their email addresses to a third party.

Once the emails are sent out, how much of them get bounced back, rejected, and request to unsubscribe will not be known to you. It's required to attend to bounce backs, rejects, and unsubscribe requests, else you are not having the opportunity manage such occurrences appropriately.

You will have your email database growing everyday, how often can you have the data base synchronized with the service provider. Time laps between the updates will cause your customers, employees, or members to miss at least few important messages.

Considering above, you will be capable of eliminating mentioned drawbacks, if you set up your own bulk email sending facility. You will have the entire control over your email campaigns, eNewsletter and at the long run the operation will be very much economical for your organization.

Customer satisfaction through service designing

Service Blue Printing Methodology

Service blue printing is a technique that helps us to design our services to maximize customer service, or customer satisfaction. To understand the concept, let us first look at the Customer Satisfaction aspect of services from theoretical perspective.

The SERVQUAL methodology

Service Quality (SERVQUAL) is a model and a methodology that is used to describe the elements of the quality of service to facilitate customer satisfaction. While there is no agreement of one method to describe and measure the service quality, the SERVQUAL is identified as the vastly used method for describing and measuring the quality of service organizations.

Service Quality is identified with following attributes;

1.       Tangibles – Physical facilities, equipment and appearance of personnel in the service provision. Mainly those who come in contact with the customers, when it comes to providing the service as well as the physical evidences that come in to play.

2.       Reliability – Ability to perform the promised service dependability and accurately. This is mainly dependent on the process effectiveness and training provided to the employees on the service standards determined by the organization.

3.       Responsiveness – Willingness to help customer and provide prompt service. This will be determined by the process efficiencies and level of training among the staff interacts with the customer. “On stage” and “Back Stage” performance of employees will contribute towards this element.

4.       Empathy – Caring and individualized attention that the firm provides to its customers. The ambiance and the layout of the service environment, and employee attitude will contribute towards this element.

Level of above elements can be used to measure the quality of service, of organizations. Example of such measurement is shown in the chart above. This is a result of measuring the service quality of a Sri Lanka service organization. This chart basically shows the customer satisfaction of the organization.

Understanding the Customer Satisfaction

The customer satisfaction and how organization could cater for a higher level of customer satisfaction is described in the “Gaps Model” of service quality. There are two models of Service Quality Gaps Model, identified as 5 Gaps Model and 7 Gaps Model. For the simplicity, we shall look at the five Gaps Model of the service quality gap.

Gap 1 – Gap between what customers expect and organizations understanding of what customers expect, which is the management perception

Gap 2 – Management perceptions versus service specifications, which is a management decision of how the service is designed to serve the customers

Gap 3 – Service specification versus service delivery, this gap is created by either employees not being competent enough to perform the service standards setup by the company, or company not training employees in order to perform the service standards set by the organization

Gap 4 – Service delivery versus external communication, where the organization including the employees should communicate the level of service provided. This may be achieved by the physical settings, employee uniforms and postures and gestures of employees and response time of service performance

Gap 5 – Overall Service Quality Gap, which is the gap in the customer’s perception of what customers perceived as could be expected from the organization, and the perception gained by the customer after consuming the service. This is caused as cumulative results of Gap 1, Gap 2, Gap 3
and Gap 4. This concept is illustrated in the diagram above.

Above highlights the requirement of organizing the organizations process, organizational structure and physical evidences associated with the service provision of the organization in order to provide a good Customer Service, and to minimize the service quality gap. The Service Blue Printing is used as a tool to determine or design the best service process within the organization, to serve customers.

Service Blue Print

Objective of the Service Blue Print is to identify the process that Customer performs during the time that customer consumes the service, and organize the entire organization to provide a service that would facilitate the customer’s process, so the achievement of customer satisfaction would be the ultimate result.

Service Blue Print will look at the Customer Process during the time of customer consuming the service. If there are different modes of customer interaction with the organization, each will be identified separately for the purpose of analysis. Upon identifying the Customer Process, elements which have a direct interaction with the Customers will be mapped to serve the customer process as “on stage” processes. “Back Stage” Processes will be identified beyond the point of interaction with the customers, and support processes as well will be laid down to complete the service provision to customer process. This will be developed to a graphical representation of “bird’s eye” view of the organizations’ facilitation for the customer process. This overall view will help an analyst to identify failure points in the overall system.

Finally all the physical evidences as well will be identified and in-depth analysis can be performed to identify how best the physical evidences should be organized to facilitate customer process.

Service Blue Print will help the organization to cater for the all the five elements of SERVQUAL model, and partial facilitation of Service Quality Gap as well.

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