How to avoid missing customer emails when account manager is absent

Hello,

here is the scenario...

1. Sales account manager for what ever reason (sick, accident and unable to set Out of Office) is not at work in the morning.
2. Also, he/she cannot access email and voice mail to let customers know that he/she is unavailable (like REALLY unavailable).
3. Customer request requires urgency; however, no one knows about it for 1, 2 or 5 hours or days.

Is there anything that can be done to avoid this?

We have exchange 2007 with OWA operational. However, owa does not have ability to setup forwarding to to the other mail box. Giving office managers/supervisors access to employee mailbox? We can do that (email is owned by our company) but then there is still privacy issues.

any ideas?

Andrei
Andrei9Asked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Will SzymkowskiSenior Solution ArchitectCommented:
You can use Transport Rules leveraging moderation or CC or BCC the initial message.
- Open the EMC, Under Org Config, Hub Transport
- Create a new transport rule
- Under Conditions, select
--From Users Inside or Outside the company
--Sent to people <manager>
- click Next
- Under Actions you can use "Copy message to address" BCC, or moderation
- Click Next
- Exception (you can create different exceptions when the rule applies based on where the email is coming from)
- Finish

Using Transport Rules you are being proactive about this, rather than giving mailbox permissions to the user and accessing the mailbox directly. Another method would be to have a shared mailbox where both users have access to it.


Will.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
jmcgOwnerCommented:
This is the tension between providing coverage vs providing personal attention.

It may be as simple as giving your customers a second email address to use when requesting something, one that goes to a mailbox that multiple people monitor to watch for situations that may require escalation. Most of the time, the customer has a more personal relationship with the one employee who they deal with most often, but nobody can single-handedly provide 100% 24x7x365 coverage for their needs, so they should be able to understand how your organization functions to provide backup when the point person happens to be unavoidably unavailable.
0
David Johnson, CD, MVPOwnerCommented:
#1 The mail should go into a dedicated account that is maintained by the Accounts Team this should be a shared mailbox
#2 Personal mail doesn't belong on a corporate email account.
#3 There should be no expectation of privacy for corporate mail
#4 if using a non shared account then there should be something in the message(s) perhaps the signature.. if you have an urgent request then email xxx and it will be answered by the next available agent.  
Same goes for voice mail .. there should be an option to contact the next available agent if the call is going to go to voice mail.
0
Andrei9Author Commented:
thank you very much guys as all your comments are very good!
We will consider all 3 at this time.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Internet / Email Software

From novice to tech pro — start learning today.