Optimised e-mail routing

Every year, Deutsche Post DHL Group's Receivables Management department receives around 600,000 e-mail enquiries – a considerable amount! Each enquiry has to be answered as competently as possible and routed to the right contact person in the best possible way; a task that required around 180 employees at peak times. Jens Heckmann, Head of Receivables Management at Deutsche Post DHL Group, was therefore looking for a software solution that would pre-sort the incoming e-mails by topic, optimise routing and reduce response times. Emails from corporate customers are of central importance here. In 2018, the company chose VIER Cognesys.

Especially in the dunning process, the solution from VIER Cognesys provides noticeable relief, Heckmann confirms. Of the approximately 600,000 incoming e-mails per year, around 150,000 are pre-sorted by the solution. "Once we have pre-categorised the message, it goes straight to the right specialist!" In addition, messages are sometimes replied to within minutes, without the need for an employee to take another look at them. This works particularly well for requests for invoice copies. In addition to the subject, VIER Cognesys also analyses and extracts named entities such as customer number, e-mail address and invoice number. "This gives us all the information we need to process a transaction quickly," says Heckmann. As a result, not only is the process faster, it is also much less labour-intensive: after employees retired, some full-time positions no longer needed to be filled.