Automation · Email
Email and inbound request automation.
Classification, data extraction, a drafted reply and a record in the system - without retyping.
When clients usually bring us in
- the same step repeats every day
- data is retyped between systems
- approvals get lost in email
- reports are assembled manually
- nobody can see where the process stalled
Not every step is worth automating
If a step runs a few times a year, automation won't pay for itself. So we measure how often the process actually runs before building anything.
What this means for you
- less retyping between systems
- every step has a timestamp, an owner and a status
- exceptions are visible, not hidden
- the process runs even when someone is away
What's possible
- classification by message type
- data extraction from attachments
- automatic task creation
- a draft reply for approval
- reminders and escalations
- logging the thread in the CRM
Which mail can be handled automatically
Automatic handling makes sense where messages arrive in a similar shape and in volume. For a one-off message requiring judgement, automation saves nothing.
- orders and enquiries in a repeating format
- invoices and delivery notes as attachments
- sign-ups and forms from the website
- notifications from other systems
- repeated customer questions
A reply goes out only when someone approves it
Sending replies automatically without review is the fastest way for automation to do damage. So the default is that the system drafts and a person approves - until experience proves approval is unnecessary for a given message type.
- a draft reply that can be edited
- clear marking of what the system produced
- a list of messages the system could not classify
- a record of who approved the reply
How we automate
Trigger
What starts the process: an incoming email, a new record, a date, a submitted form or an event in another system.
Process and rules
Steps, conditions and responsibilities are captured as the process actually runs, not as the manual describes it.
Integrations
Data moves between systems once and in the right shape, with no retyping.
Exceptions
Anything that doesn't fit the rules goes to a queue with an explanation, not into a silent failure.
Control and traceability
Approvals
Where a human decision is needed, the system waits and records who approved it.
Logging
Every step has a timestamp, input, output and status. A failure can be replayed and fixed.
Reporting
How many cases ran automatically, how many waited and where the bottleneck is.
Related work
FAQ
How long does it take to set up?
It depends on the number of steps and systems. The first working part usually runs within a few weeks.
What happens with exceptions?
They go to a queue with an explanation and a person handles them. Nothing disappears silently.
Is every process worth automating?
No. If it runs a few times a year it won't pay for itself - we measure that before building.
Related solutions
Sounds like your project?
Send us the project description, your existing system, the tender documents or the event date.