Our work / Case study
From 15 shared inboxes to work that routes itself
Turning 15 manually monitored mailboxes into structured, automatically routed work inside the CRM.
The problem
Operational teams were handling large volumes of customer communication through traditional shared mailboxes. Someone had to watch each inbox, decide who should pick up each email and keep track of what had been dealt with, and nobody had a clear view of the overall workload.
Our approach
We led the migration of 15 operational mailboxes into an Email-to-Case setup within the CRM.
Every incoming email now becomes a structured piece of work, a case, with:
- automated routing to the right team
- clear ownership, so every email has someone responsible for it
- workflows that move each case along
- reporting on volumes and progress
The result
- 15 operational mailboxes transformed.
- Less reliance on manually monitored inboxes, with automated allocation and routing.
- Better visibility of workload across the teams.
- A foundation for AI-assisted customer service, because structured cases are something AI can work with and a pile of emails isn’t.
Work covered: CRM, email automation, workflow and omni-channel service.
Still running the business out of shared inboxes? Book a call and we’ll show you what the alternative looks like.