Part of our customer service infrastructure is a tool called Mailroom. It uses the same technology as spam filters (Bayesian algorithms) to suggest responses to common customer questions letting us answer emails quickly with the ability to customize each response for clarity.
Some months ago, I answered a few questions about MSR and our use of Mailroom and the guys over at SproutIt just published a customer case study featuring MotorsportReg.com. Check it out!
We are working with SproutIt to integrate Mailroom with MotorsportReg.com for 2008 to help our customers automate their email and save them more time when under the gun.
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