BPO’s implementation of YUDOmail automated and optimised email case allocation leading to enhanced process efficiency and productivity
Client: A global firm specialising in executive search and leadership consulting
Industry: Business Process Outsourcing
Area of operations: Global
The client, engaged in management recruitment for top-tier organisations, required assistance in managing its back-office operations, which incorporated email-based resume coding services.
“Improved service levels, staff productivity and accountability, as well as meeting all the core requirements”
The email-oriented services confronted operational difficulties due to manual processes in case assignment and management. Each week, approximately 8000 requests had to be manually distributed by team leaders to over 90 analysts across various shifts. Turnaround time (TAT) compliance for regular and low-priority case closures fluctuated between 40% to 60%. Additionally, analyst productivity suffered due to inefficient case assignment and the physical effort required to consult team leaders for case assignment.
Solution
Desiring an overhaul of the existing manual workflows, the client partnered with Inbotiqa and implemented the YUDOmail solution to automate request allocation, tracking, and
management processes based on predefined business rules.
The YUDOmail smart email management tool transformed emails into actionable, trackable tasks. The tool was programmed with business rules to automatically classify and group cases based on priority, system aging, etc. Post-classification, the solution employed built-in intelligence for optimal analyst-case mapping.
Business Impact
The implementation of the email management solution allowed analysts to select a case from a pool of available cases with a single click. This automation eliminated unnecessary movement and ensured that only one case was tagged against each analyst, enhancing productivity across the entire resource pool.
The automated routing and distribution of high-volume emails led to a decrease in operational risks and costs, improved turnaround times, and heightened productivity gains.
Key benefits included:
- Capacity creation equivalent to 7.7 full-time employees
- Improved TAT compliance for regular and low-priority requests from 40% and 60% to over 95%
- Elimination of unnecessary movement as analysts could retrieve requests with a single click
- Annual business savings of approximately USD 187K
- Enhanced customer satisfaction (CSAT)
YUDOmail proved instrumental in streamlining the client’s operations, providing significant efficiency gains, and improving overall customer satisfaction.
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