Email response TAT & Reduction in number of emails
PROJECT
Email response TAT & Reduction in number of emails
Domain
Title & Settlement Services
CLIENT
Americas
Process Improvement
Enhancing Customer/Client experience and reduction in email communication
Action Plan
- Verity designed and developed automated proactive email communication with all stakeholders at each milestone to enhance customer experience.
- Verity developed OCR plug-ins, employed to segregate emails into Queries, Requests and Escalations.
- Verity developed predetermined AI algorithms, collaborated with the client and implemented to address queries thereby reducing on an average of seven emails per transaction.
- Verity reengineered the process, requests were routed to designated teams for effective resolution in less than two business hours.
- Verity performed root-cause analysis on all escalations, trends and analysis were performed at process level to mitigate shortfalls and enhance customer experience.
- Verity developed control reports to identify exceptions, non-compliance cases for continuous process improvement.
Outcome / Achievement
- Average reduction of seven emails per transaction post automation which translates to a savings of ~$25k worth of manpower each month.
- Continuous monitoring was done to measure the effectiveness of email responses
- Weekly and monthly data were compared with the current stats post implementation of the process.
- The reduction in escalation was observed by 99% in four months post implementation of the process.
- Email response time was improved to less than two business hours on 97% of emails received in two months post implementation of the process.