Your email infrastructure contains vast amounts of critical data. Threads on important projects, communications with customers, vital how-to procedures, perhaps even contracts and orders. But perhaps just as important as what is in your users’ email is the information about your users’ email, such as how they use it and with whom they communicate.
This metadata can provide valuable insight into your information systems, how they are used, and the patterns that help your business to run, and if you have email usage reporting, you can use this information to help your company grow. Here are just some of the things that email usage reporting can help you learn about your company.
What users and groups interact
Email usage reporting can do a lot of things, but one of the most eye-opening pieces of information it can provide you is insight into which groups and users email back and forth. You can quickly see who the go-to people are via email and which groups collaborate most often.
What users and groups don’t
You will also find that email usage reporting enables you to identify the users that aren’t communicating, and the teams that don’t email back and forth. By itself this does not necessarily mean there is a problem, but it can correct perceptions and give you more of an idea what is going on.
Who the key contacts are
Most groups will know who the key players are, but outside of that group it could be a mystery. Email usage reporting can help you to identify the key contacts both within your organization, and at your customers, vendors, and partners.
Who the neediest contacts are
You can also use email usage reporting to find out who emails customer service the most, or who emails technical support. You will gain a new appreciation for your staff, and also determine who which of your customers may need extra attention.
Are you meeting your SLAs
Email usage reporting is a great way to check on response times, which is critical if you offer an SLA on response times to email requests. You can also use it to determine if anyone tend to ignore emails, which can lead to other issues.
Is something leaking
Email usage reporting can also highlight patterns that could indicate data loss, such as users who repeatedly forward emails to personal accounts, or worse, to your competitors.
What’s consuming all that space
Email continues to be the go-to file transfer system for most users, and there’s very little we will ever be able to do to stop that, but with email usage reporting, we can at least determine whether we are spending money on storage for business related email, or jokes, music files, and other non-business data that shouldn’t be taking up space.
With email usage reporting in place, you will get to know your email system as thoroughly as you know your WAN, your domain controllers, and your file servers. You will also learn how your users work, and will be able to find the useful patterns that can help you help them to work more efficiently, and also identify where things need improvement.