Requirements
The client used Microsoft Word Mail-Merge in conjunction with data extracts from their booking platform to send booking-related emails and notifications to their customers.
The client didn’t have visibility of these emails within their booking platform, and needed a solution that would allow them to attach emails to a booking record.
Solution
We worked closely with the client and followed the Waterfall methodology, so that we could define and document the scope of the change ahead of development.
We developed a solution using a new .NET microservice, which connects to the client’s mail server, and scans mailboxes for relevant emails on a configurable schedule.
As the client was in process of migrating from an on-premises Microsoft Exchange Server 2016 to Microsoft 365, and running in a hybrid state, we made sure that the new microservice integrated with both instances of the mail server.
We also helped the client identify and implement enhancements to the existing mail merge process.
Results
The solution improved customer service and reduced the average handling time (AHT) for contact centre enquiries.
The solution also offered flexibility, allowing the client to configure the identifiers for record references and the frequency of mail server scans.
We continue to offer support and customisation opportunities to the customer.
