From scattered inboxes to one governed service desk

The challenge

Every inbound request arrived by email. Orders, logistics queries, commercial questions, and after-sales issues all landed in shared Outlook inboxes managed through folder rules, with no central view of what was pending, no systematic routing, and no way to know how long anything had been waiting. As volume grew, coordination happened person to person. There was no visibility into workload distribution across the team and no reliable way to prioritise urgent cases. The structure that existed had been built for a smaller operation and had not kept pace.

The solution

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.