As part of the IT team at SoftWeb Solutions, with my specialisation in cloud services, one of my roles is optimizing business operations through automated workflows using Azure Logic Apps. A significant example is the automation project we conducted for our customer service department.
Previously, customer service representatives manually sorted incoming mails. We devised a workflow in Azure Logic Apps where emails from a specific platform get automatically sorted and forwarded to the right department, based on keywords and categories. Integrating Azure Services like Azure Functions and Office 365 Outlook, we were able to automate the entire process, even the responses to specific formats of queries.
The automated system has reduced the manual effort considerably and has improved response times by 30%. It was a resounding success with a clear impact and has paved the way for future optimizations in our organisation.