List of eGain Mail Customers
Sunnyvale, 94089, CA,
United States
Since 2010, our global team of researchers has been studying eGain Mail customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased eGain Mail for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using eGain Mail for Customer Support include: Standard Life Aberdeen, a United Kingdom based Banking and Financial Services organisation with 4719 employees and revenues of $1.90 billion, Opus Energy, a United Kingdom based Utilities organisation with 835 employees and revenues of $490.0 million, Freemans Grattan, a United Kingdom based Retail organisation with 750 employees and revenues of $210.0 million and many others.
Contact us if you need a completed and verified list of companies using eGain Mail, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The eGain Mail customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
Freemans Grattan | Retail | 750 | $210M | United Kingdom | eGain Corporation | eGain Mail | Customer Support | 2015 | n/a |
In 2015, Freemans Grattan implemented eGain Mail in a Customer Support capacity, engaging a Solution Architect over September to December 2015 to install and configure the eGain e-mail administration platform. The project focus was on provisioning eGain Mail administrative capabilities to support contact centre email handling and case routing for customer support workflows.
Technical execution included detailed design assistance, connection of eGain Mail to Freemans Grattan back-end systems, and migration of the SQL database with schema analysis to enable capture of historical correspondence. Implementation work concentrated on eGain Mail administration modules and data retention configuration aligned to Customer Support operational requirements.
Operational scope encompassed customer support and contact centre functions within Freemans Grattan, with integrations directed at existing back-end customer and case data stores. The Solution Architect provided technical guidance on database migration, schema mapping, and system connection design during the installation phase to ensure historical information capture for ongoing support operations.
|
 |
Opus Energy | Utilities | 835 | $490M | United Kingdom | eGain Corporation | eGain Mail | Customer Support | 2012 | n/a |
In 2012, Opus Energy implemented eGain Mail in its Customer Support environment to centralize email handling for customer services and collections operations. The deployment focused on inbox orchestration and case creation workflows, with the eGain Mail application serving as the primary channel for written customer interactions across collections, dispute resolution, disconnections support and invoicing-related queries within Opus Energy's Northampton operational footprint and broader UK customer support teams.
Configuration centered on mail-to-case processing, templated responses, queue routing and SLA-aware prioritization, reflecting typical Customer Support capabilities of eGain Mail. The implementation supported dispute account workflows and collections communications, enabling advisors to classify, route and track customer correspondence, and to apply standardized response templates and knowledge-driven guidance to speed resolution.
Operational use of eGain Mail extended into cross-functional support activities, with customer collections advisors and staff in invoicing and disconnections using the application alongside external public services such as Companies House and Endole to complete account checks. The system was used by both in-office and remote agents, and it was explicitly cited as a tool that helped the customer services department catch up with an influx of emails beginning March 2020, demonstrating sustained operational coverage through shifting work arrangements.
Governance and process controls reflected regulated industry requirements, advisors operating with eGain Mail adhered to GDPR, OFCOM, OFGEM and Energy Ombudsman complaint procedures while handling collections and dispute workflows. Staff-level outcomes cited include consistent meeting of cash and Direct Debit KPIs while working within the eGain Mail supported processes, and the platform was incorporated into regular team problem solving and daily management meeting routines to refine ways of working.
|
 |
Standard Life Aberdeen | Banking and Financial Services | 4719 | $1.9B | United Kingdom | eGain Corporation | eGain Mail | Customer Support | 2015 | n/a |
In 2015, Standard Life Aberdeen implemented eGain Mail as a core component of its Customer Support tooling. The initiative introduced managed email handling and webchat capabilities into external eCommerce channels including Adviserzone and standardlife.co.uk, and ran alongside a telephony migration to Cisco Finesse from Avaya to consolidate multichannel contact handling.
eGain Mail was configured for enterprise email channel management, webchat integration, and agent queue routing consistent with Customer Support operations. The implementation emphasized unified case visibility and channel escalation workflows to support adviser-facing services and retail customer inquiries.
Integration work linked eGain Mail to the new Cisco Finesse telephony environment to provide unified agent desktop functionality and CTI-driven call-email handoffs. Operational coverage included the company testing and contact center teams in Edinburgh and the teams responsible for the external eCommerce properties, aligning web, advisor channel, and voice interactions.
Project governance combined agile and waterfall methodologies for testing and rollout, with phased deployment across adviser portal and public website channels. Testing oversight was managed by the company testing organization, ensuring coordination between contact center telephony changes and the live eGain Mail email and webchat services.
|
Buyer Intent: Companies Evaluating eGain Mail
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||