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Service Desk Email Processing​

Service Desk Email Processing​

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Service Desk Email Processing​

Service Desk Email Processing​

Reduce workload with Email Processing, a front line against the multitude of incoming emails to service desks.

Technology Stack

Problem

A large trustee organisation required support in handling a high volume of incoming emails. Emails are manually sorted and sent to the relevant officer, a time consuming and low value task.

Solution

We built an RPA bot that sorts incoming emails by keywords in the subject line and body, and moves them to according mailboxes to be handled by the relevant officer. If an assignment to an officer can not be made based on keywords, the process moves the email to another queue to be processed manually.

Results

The organisation improved efficiency in their email sorting processes, saving time, money, and improving the experience of employees. Response time to clients was also significantly reduced, improving customer satisfaction.