Location: Edinburgh, Scotland
Product or Service: LogicalWares Mailmanager is an open-source email response management system. Compatible with Microsoft Outlook, Microsoft Exchange and most standard email servers, it is intended for an array of customer service scenarios.
In a sense, its an intelligent mail app. As unsorted email arrives, Mailmanager first sorts out spam, viruses, and other unwanted or corrupted email. It then classifies and routes email to the appropriate teams or recipients. For instance, it sorts mail for the sales team from customer complaints, even delivering it to the appropriate person within each group.
To aid business communication, Mailmanager provides an instant email response with a tracking number. It allows organizations to set service levels and priorities, has templates for standard, automated replies, and can identify emails that have not been responded to in a timely fashion. Other features include reporting and search capabilities. Mailmanager is delivered as either an on-demand application or as an appliance. Customers include The University of York, UK Digital Solutions, and Phoneavenir.
Funding: Backed by approximately $550K in early stage funding, which the company raised in 2005 from the Sigma Capital Group.
Competitive Landscape: Most of the open-source action when it comes to email is on the systems themselves, not the management of them. They try to make Outlook work on top of Linux, provide an Outlook-looking alternative to Linux, or start from scratch to offer a built-for-Linux email platform.
Many of these have basic PIM, collaboration, or CRM features, but LogicalWare goes beyond the basics and provides full-fledged email management for customer service teams. As far as we know, LogicalWare is the only vendor providing open-source email response management.
Competitors with proprietary solutions include eGain, KANA, and emailtopia.
Management Team: Peter Ellen, managing director, previously built the Fopp retail chain and has 17 years experience in retail and media industries; Andrew McKie, sales manager, previously spent nine years with HP, where he was responsible for various sales and marketing teams across several verticals, including manufacturing, retail, telco, and public sector; Kevin Campbell, CTO, was formerly with a UNIX consultancy, where he worked to develop a customized email infrastructure and managed telecoms infrastructure; Bill Dobbie, non executive board director, has led a number of successful private equity-funded businesses.