How is Email and Form Tracking different from Email Response Management (ERM)?
ERM focuses on standard email where users type as much or as little as they want. Form Tracking, on the other hand, places greater emphasis on web forms. Web forms ensure that each customer request contains all the information needed to satisfy the request. The name of the form can be used to automatically and accurately categorize each request. The Topaz Form Tracking system manages regular email as well but it emphasizes web forms for their greater efficency. Categorizing requests is only the beginning of the Topaz process. Topaz Email and Form Tracking allows you to assign requests to a service agent. The service agent can revise the request, add company-only data and generate personalized, editable emails. All changes are recorded for audit purposes and highlighted on the form for easy identification. Reporting features allow supervisors, in real time, to measure and manage the entire process. Data is automatically archived for later analysis to determine trends.
