I’m often asked what a typical Email Scrubber implementation entails. Let’s use a recent implementation as an example.
Phase 1 – Discuss
The first phase is a quick introductory and assessment call. These calls typically last 30-60 minutes. It’s a chance to review your issues and walk through our potential solution(s). The discussion varies depending on the client, the current situation, the familiarity with your email message storage, and the familiarity with our application. But some general topics include:
- current data storage limit
- the email message volume and growth expected
- retention requirements (internal and/or external)
- basic expectations for Email Scrubber
- and, of course, and preliminary
In our preliminary discussions with Company X, we identified the following:
- Company X implemented Email-to-Case in 2018 (i.e. 7 years of email message data).
- Company X’s data storage was not over the limit. However, email messages where consuming 67% of the overall data storage footprint.
- Company X has no internal or external retention policies. They did, however, prefer to keep all the data on platform for reporting and analysis.
Phase 2 – Analysis
The second phase is a deep dive of the instance. We install Email Scrubber and run our analysis and audits.
In our preliminary audit of Company X, we identified:
- Not surprisingly, Company X’s email volume was increasing significantly year over year.
- Company X was not storing email headers. This meant that our redundant email detection process was not an option. But that was not a concern.
Phase 3 – Game Plan and Expectations
The third phase is to identify a game plan based on a combination of the audit findings and the client’s requirements. Based on the game plan, we can calculate the impact of the plan on the overall data storage.
For Company X, the game plan was straight forward:
Run the retroactive process to archive all email messages for cases closed more than 90 days.
- Expectation: Approximately 11GB reduction in data storage.
Phase 4 – Run the Retro
Once we have a game plan, we are able to run the retroactive archive batch. This batch will identify and archive all the email messages identified in the configuration.
For Company X, the retro batch was run again all email messages belonging to cases that had been closed more than 90 days.
Once completed, Company X enjoyed:
- Overall data storage was reduced from 20.5 GB to 9 GB. More than 11 GB of data storage!
Phase 5 – Go Forward Plan
With the retro batch executed, all that is left is to implement a go forward plan. This typically involves:
(1) Set up Email Scrubber configuration to run moving forward.
(2) Schedule follow-up calls and tweaks as needed.
For Company X, we implemented to same archiving schedule moving forward (i.e. archive email messages for cases closed more than 90 days). This will be reviewed the following quarter.