The email as we know it is dead! It is time to bid goodbye to a faithful friend
Tuesday, January 5th 2010, 07:00 hours
“I can’t find that email in my inbox, either!” exclaimed David.
“Come on David, we know it is there, both of us couldn’t have lost it. Let us check with Sam”, I responded.
We desperately checked with Sam our operations manager for a very important email that our customer had sent us about the Service Levels (SLA) that she expected from our team. Sam came after a hour and said “I know you had sent it to me. I remember what was there in it but I can’t find it!!!!” My heart sank. How do we prove to our customer that we were marching to her SLA???”
I thought to myself, “Dang it! We need a better system than an email. This email clutters all communications into one place and I just can’t find what I want, when I want it!”
Tuesday, January 5th 2010, 09:21 hours
“Harsha, we need to upgrade our server capacity. We have run out memory” said Slash. Slash our IT head and his avatar name is “/” because he can do whatever it takes whenever it takes. He is our problem solver :)!
“Come on Slash, you got to be kidding me! We just upgraded our capacity last quarter! What happened??!!” I exclaimed.
“Sorry, I understand but we have everyone exchange huge files and doing a ‘forward all’ which makes ‘N’ copies of the files and more that that ‘N’ versions of the file! It is not just that! We are running out RAM and disk space on user laptops as well. It’s a nightmare”
“We have to find a better solution . This is not going to cut it. These exponential email explosion is just killing us” I said as I requested him to upgrade our hosted service levels.
Tuesday, January 5th 2010, 14:14 hours
“Did you communicate about the process change from the customer to the team?” I checked with Sherly.
“Yes, Harsha. I communicated to the team and the team have agreed to follow the new process” replied Sherly.
“But, how does the customer make sure that the team is following the new process?” I challenged.
“Hmm… I guess they have will have to know from the work that we do.” struggled Sherly.
“What is the answer to this? This is a compliance nightmare!” I asked myself while Sherly soldered on with the project.
Tuesday, January 5th 2010, 19:14 hours
“Nobody copied me on that message from the customer!!!! Why was I not copied on when our customer is congratulating us!??? This is stupid. I talked to the customer and I felt like an idiot when he told me the status of OUR work we had done and how he had congratulated the team for the excellent work done! You have to make sure that I am copied on all these emails. This is just not on!”, my business partner and CEO of Vantage Agora Sudhir exclaimed in frustration.
“But you had yourself the team to not send you too many emails as it clutters your inbox and we should send things only when it is something actionable from your side”, I responded.
“Yes, but in this we should have sent it. I know it was great news but…” Sudhir was happily frustrated.
“We had no answer, but we need to structure and put emails in a different location. But where???” I thought.
Tuesday, January 5th 2010, 22:32 hours
I started to head out home after work that day, I did a ‘Root Cause Analysis’ of all these problems in my head. All the problems I met during the day had one culprit. Our good friend Mr. email. The goal was move email to be a part of the work than outside!!!!!”
The events in early 2010 is what prompted us to have a collaborate messaging in the Club VA that takes care of every one of these challenges.
Talk to anyone of us at Vantage Agora and we will be glad to show you how we can help you say good bye to an old friend and communicate more effectively in your organization to bring about operational excellence.
About Vantage Agora:
Vantage Agora (VA) is a global provider of back-office solutions, operations excellence software products and consulting services for companies in the insurance, finance, and healthcare sectors. As a SSAE 16 Type II audited company,Vantage Agora utilizes advanced data processing and quality control systems on a secured network to ensure efficient, comprehensive management of back-office functions such as accounting, financial and administrative tasks. Founded in 2004, Vantage Agora has offices in Cleveland and Dallas.