Their practice is to move all client-related emails both from inbox and sent items to the data management system. Additionally, they create tasks that came along with the emails.
Business challenge
- Each employee receives emails with different categories, processes, tasks, documents, and other finance/tax related queries.
- It’s mandatory for employees to manually categorize emails by filling up 10-20 fields before moving them to the DMS.
- Additionally, if an email has a task within it, manager has to manually mention details like Task is assigned to, Tax description, Task due date.
- Moreover, manager did not have any transparency over who handles what. If an employee on leave receives email with a task from the customer, it remained pending until the employee was back in office.
Avasoft solution offered
- We assessed their entire email process and optimized it using the email process automation robot.
- Deploying a robot, we implemented email handling best practices by orchestrating the bot to carry out standard and repeated processes of email classification, documents management, and task creation.
- We used Natural language processing (NLP) to understand the nature of emails. The robot when initiated, reads emails from inbox and sent items, communicates with the NLP system to understand its category, does text classification, and then moves it to the DMS under appropriate customers.
- If the email has an associated task, email process automation bot also creates the task and assigns it to respective employees.
Value-addition
- We analyzed their support desk process and identified gaps as a result of which we optimized it.
- We recommended them to have a common mailbox where all the client’s emails will flow in.
- The manager will allocate all the emails to respective employees. Once the email task is accomplished, employees flag that email in the common mail folder.
- In this way, manager has complete visibility over what is happening in the team.
Business gain
- They did not miss out any crucial information from any client.
- Manager has complete transparency over the process.
- They are relieved of stress from losing key tasks and documents from their customers.
Take away
- Email process automation robot steered email handling process and helped them achieve process-efficiency.
- Using a bot is both time and cost efficient that reduced time taken from 1 hour/day to just 15minutes/day.
- Customer satisfaction and addressing their concerns now became the priorities.
- Employees are relieved of mundane tasks.
