AI-Powered Efficiency: Driving ROI Through Smart Email Routing

Our client, a Fortune 50 company and global leader in technology, relies on their Competitive Insights Team to gather competitive data and insights for future strategic decisions. However, the process of collecting and managing this information became increasingly complex and time-consuming, leading to inefficiencies and accuracy challenges. As data volume and requests grew, it became clear that a more scalable, automated solution was needed to streamline data collection and analysis.

To address these challenges, Launch Consulting implemented a comprehensive email routing solution that leveraged Microsoft Power Automate, an Outlook connector, Azure App Service, and Azure OpenAI integration. By developing automated workflows and a front-end UI within the Power Apps infrastructure, we created a solution that was seamlessly integrated with existing SharePoint-based data sources. The Competitive Insights Power App, built for ease of use and enhanced with Automate capabilities, provided a streamlined user experience by integrating a Generative AI-driven system into the email routing process. This enhancement automatically directed requests to the appropriate queue and generated draft responses for commonly asked questions. The result was a significant reduction in manual effort, streamlining the email handling process, and ensuring quicker response times.  

Redefining Operational Efficiency

Implementing the smart email routing system transformed how our client team managed incoming requests. Following the implementation, our client has been able to handle more than double the original email volume, all with the same-sized team. This improvement has enhanced operational efficiency and drastically improved the customer experience. With clear Service Level Agreements (SLAs) in place, team members can now respond faster and more accurately to a growing number of requests.  

Return on Investment

• Time Savings: The smart email routing system has saved the Competitive Insights team approximately 50 hours per month.  

• Reduced Manual Work: The team used to process around 13,000 emails per month, which required approximately 90 hours of manual time to route them. Now, with improved processes, the same volume of emails is handled in just about 40 hours per month, significantly reducing the manual workload.

• Improved Efficiency: The integration of AI and automation has improved efficiency and reduced errors, ensuring higher accuracy in routing and response drafting.  

A Partnership for Innovation  

By introducing a smart email routing system, Launch Consulting has helped our client optimize its processes, saving valuable time, increasing efficiency, and improving the overall customer experience. We are committed to continuously innovating and delivering solutions that adapt to our client's evolving needs, driving sustainable and measurable outcomes.

Are you ready to transform your data environment? Reach out to explore how we can help you turn data into a catalyst for growth.