All work
Office design and fitout
Inbound email automation for an office fitout firm
Inbound email classification and routing, CRM engagement logging and reply tracking, so that enquiries reach the appropriate person and none go unanswered.
- The situation
- An office design and fitout firm processed a steady volume of inbound email by hand. Enquiries were read, sorted and forwarded manually, engagement was recorded inconsistently, and replies were tracked informally.
- What was built
- Automation that classifies inbound email and routes it to the appropriate person, records the engagement against the CRM record, and tracks whether a reply has been sent. The classification performs the sorting that was previously carried out manually on each message.
- The outcome
- Enquiries reach the appropriate person without a manual triage step, the CRM accurately reflects activity, and reply tracking identifies threads that have received no response before they are lost.
The situation
An office design and fitout firm processed a steady volume of inbound email by hand. Enquiries were read, sorted and forwarded manually. Engagement was recorded inconsistently, and replies were tracked informally.
What was built
Client automation across the inbound email flow.
- Classification and routing that sorts inbound email and directs it to the appropriate person, performing the triage previously carried out manually on each message.
- CRM engagement logging, so that the record accurately reflects activity.
- Reply tracking that identifies threads which have received no response.
The outcome
Enquiries reach the appropriate person without a manual triage step, the CRM remains accurate, and threads awaiting a response are identified before they are lost.