From scattered inboxes to one governed service desk

Every inbound request arrived by email and was handled manually across teams, with no shared visibility of pending work, no consistent routing model, and no reliable way to track response times or workload distribution. As daily volume increased across orders, logistics, commercial, partnerships, and after-sales, handling became increasingly inconsistent and coordination depended on people manually triaging inboxes and forwarding requests.

DareData deployed GenOS Service to automate the service desk end to end. Every incoming email is classified into one of eight categories - orders, commercial, logistics, financial, administrative, product, partnerships, after-sales - and routed automatically to the right team. Within each queue, tickets are assigned based on active operator load, availability, and priority, with workload caps and escalation logic built in to prevent any single operator from being overloaded. For order requests, a specialist Order Agent identifies client and products from unstructured email content, cross-references stock in the ERP, submits a draft order for operator validation, commits the real purchase order on approval, and proposes a response email for the client. Nothing is written to the system until an operator has reviewed and confirmed. Operators work from a single governed inbox. Every request is tracked, every response time is on record, and every order commit requires explicit human approval before anything reaches the ERP.