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Automated Email Response System Built on Salesforce
An auto-response system based on Salesforce was provided to the email-to-case process to reduce manual efforts and errors associated with it.
Customer
Payment Services Merchant
Country / Region
United States
Industry
FinTech
Highlights
Smart Auto-Response System
Holiday-Aware Case Routing
Apex Trigger Customization
Record-Type Based Segmentation
Client Requirements
Automated Response to Email-Generated Cases
A set of systemized responses was required for all cases generated through incoming mail, and ensuring customers received mail along with a confirmation message and some of the important details of the case, such as the case number and the anticipated time of settlement.
Case Type Response Content
Automatic replies had to be customized and depended on the nature of an email, which could be a complaint, an inquiry, or a request for support. This necessitated the division of content using Record Type mapped in Salesforce.
Business Day Calculations
The organization also wanted to factor in a turnaround time in their automated responses, taking into consideration only the business days, excluding weekends and the holidays observed by the company.
Challenges
Large Volume of Manual Efforts
Increased support emails contributed to delays and non-uniformity in the manual response satisfying customer needs and response time SLAs.
Complex Estimation of Turnaround Time
The precise computation of estimated resolution times together with the exclusion of the weekend and holidays was a manual operation and was subject to human error and therefore required automated logic.
Lack of Custom Messaging
The same acknowledgment emails were being sent to all inbound cases, irrespective of whether they contained the nature of the issue that was being complained or inquired about or required support, causing a low message relevancy.
Narrow Support Workflow Scalability
The manual responses to the cases were not able to scale to volume. There had to be a solution in which messaging remained the same, even when volume was high.
Solutions
Auto-Response Trigger Development
A trigger on Apex was created to automate the email response process as soon as a case record is created through email. The trigger made sure that the most crucial information about the case (case number, subject line, and response acknowledgement) was mentioned in the outgoing message.
Custom Business Calendar
The logic was provided to support business days and holidays in the form of a custom logic module. The holiday was saved as custom metadata types and read at run time to compute exact response timelines, whereupon only valid days of business hours were looked upon to resolve the cases via autoreplies only.
Dynamic Templates Setup
The email templates were set up, and they were linked to different Record Types in the case object. This allowed having a variety of email answers, depending on their type (complaint, request, inquiry, support), and respectively fitting the communication tone and rules provided by the client.
Full-scale Deployment & Testing
Complete unit testing, exception handling, and a complete deployment procedure were done with Salesforce Change Sets. Test classes involved a possibility of positive and negative situations in order to guarantee a high level of reliability and easy integration with the existing Salesforce environment.
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Technical Stack
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COMPANY
Our client is a FinTech company offering smart payment services, allowing consumers to better tackle their bills and auto payments and control all their financial communications with greater ease and control.
Conclusion
Our client has been able to get rid of the hassle of manual response management by introducing an automated response system into Salesforce. Each incoming email is currently being followed accordingly with contextual and personalized messaging that corresponds to the type of query. It has enhanced customer expectations through business day-aware logic, and it also provides the right tone of communication according to the type of record through templates for that particular record.
In this project, we can see how combined forces of native Salesforce functionality and custom Apex business logic can be deployed to achieve efficiency in operations and client happiness within heavily provisioned support environments.
Benefits
- Reduced manual email handling time significantly
- Improved customer communication with consistent replies
- Accurate turnaround estimation excluding non-working days
- Scalable automation ready for high email volumes
