Email Ticketing SystemMorning BriefBanking
140 branches, one ticket queue
- Size
- 140 branches · 4 regions
- Rollout
- 6 weeks, 2025
Challenge
Branch, vendor, and ATM emails landed in four shared inboxes with no owner. Regional managers spent the first hour of each day reading email, and SLA breaches were discovered by customers.
Solution
Email Ticketing System connected to all four inboxes, learning categories from 90 days of history during a two-week pilot in one region. Morning Brief was then added for 14 regional managers, delivered to DCT Web at 06:30.
Results
- 68%faster first response
- 95%emails auto-classified
- 0missed SLA escalations in 6 months
- 2 hrssaved per manager per day
“Emails from 140 branches used to sit in one shared inbox. Now every one is a ticket with an owner and a clock, and we can prove it to audit.”
Rina HartonoHead of Operations, BCA