From scattered inboxes to one governed service desk

Every inbound request arrived by email and was handled manually, team by team, with no shared visibility into pending work.

• No consistent routing model: requests landed wherever they landed, and got forwarded by hand from there
• No reliable way to track response times or workload distribution across teams
• Coordination depended on people manually triaging inboxes, not on any system
• As volume grew across orders, logistics, commercial, partnerships, and after-sales, handling became increasingly inconsistent

Different teams, different inboxes, no shared picture of what was outstanding or who was carrying the load.

GenOS Service runs the inbound workflow end to end, with operators reviewing only what genuinely needs their judgment.

• Classification: 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.
• Routing and load balancing: Within each queue, tickets are assigned based on active operator load, availability, and priority, with workload caps and escalation logic built in so no single operator gets overloaded.
• Order handling: For order requests, a specialist agent identifies client and products from unstructured email content, cross-references stock in the ERP, and submits a draft order for operator validation. On approval, it commits a real purchase order and proposes a response email to the client.
• Nothing writes itself: No draft order becomes a real one, and no response goes out, until an operator has reviewed and confirmed it.
• One governed inbox: Operators work from a single queue instead of five scattered ones - every request tracked, every response time on record.