Is your customer service department overwhelmed by an unmanageable volume of emails?

We recently came across a client struggling with a flood of customer inquiries via email. Every day, their teams juggled manual follow-ups, complex prioritization, and lengthy response times. The result? Growing frustration among internal teams and unreasonable response delays for customers.

Our mission: To help the client identify solutions to enhance customer service and optimize internal processes.

What obstacles were crippling their customer service?

• Time-consuming manual sorting – A dedicated resource spent entire days classifying and assigning requests to the right people: a repetitive, low-value task, prone to errors.
• Manual request distribution – Assignments were made based on human estimation of workloads and availability, sometimes leading to overburdening some employees while others had less work assigned to them.
• Ineffective customer follow-up – Without automated reminders or clear prioritization, some requests were left pending for weeks without structured follow-up.
• Lack of visibility for customers – Unaware of their request status, customers would send follow-ups, further increasing the workload for service teams.

To tackle these challenges, we guided the client through a needs analysis and the selection of a tailored technological solution: a centralized customer portal for streamlined service request management.

How to identify the right solution without costly mistakes?

With countless solutions available on the market, choosing the right technology is not an easy task. We supported our client through a structured process to ensure an informed decision as described in this diagram:

What concrete benefits did the customer portal deliver?

✔ Automation and efficiency – Dedicated resources are no longer required to manually assign requests. Assignment is now automated based on team availability and expertise.

✔ Greater visibility for customers – Customers can track the progress of their requests in real time and receive automatic status updates.

✔ Optimized follow-ups – With centralized management, no request falls through the cracks.

✔ Enhanced performance analysis – The company now has precise data on response times and workload distribution, enabling continuous process improvement.

✔ Secure document management – No more scattered files in emails—the portal ensures better protection of confidential exchanges.

Thanks to this project, the client significantly improved its customer service while streamlining internal processes. The result? Happier customers, relieved teams, and request management finally under control.

By helping them identify key challenges and opportunities for improvement, as well as researching and evaluating technological solutions, we enabled them to select the best-fit solution for their needs.

Is your customer service department drowning in emails? Let’s talk!