Customer support · Production

East Midlands Railway improves email processing time by over five hours per day with ABBYY and Engeneum

The problem

East Midlands Railway changed its reporting processes to require staff to review, record, and report the cause of complaint emails at the time of receipt rather than at the time of response, creating a significant manual processing burden across a high volume of incoming emails.

Workflow diagram · grounded in source
1
Incoming complaint email received
trigger
“staff had to review incoming complaint emails, record, and report the cause of the complaint at the time the complaint was received, instead of at the time of response—which could be up to 20 days later”
2
Key data captured from email
ai_action
“capturing key data from text on emails and document attachments”
3
Automatic email classification
ai_action
“The solution classifies emails without any manual input”
4
Route data to CRM
integration
“Data is then automatically routed to EMR's CRM system”
5
Customer response delivered below KPI
output
“customer response times are well below the KPI of 20 day working days”
Reported outcome

ABBYY and Engeneum's solution saved EMR at least five manual hours per day, enabled automatic processing of approximately 65,000 emails per year, and brought customer response times well below the 20-working-day KPI while delivering significant cost savings.

Reported metrics
Email processing time improvementover five hours per day
Manual hours saved per dayat least five manual hours per day
Emails processed automatically per yearApproximately 65,000
customer response time vs KPIwell below the KPI of 20 day working days
Show all 6 reported metrics
email processing time improvementover five hours per day
manual hours saved per dayat least five manual hours per day
emails processed automatically per yearApproximately 65,000
customer response time vs KPIwell below the KPI of 20 day working days
cost savingssignificant cost savings
productivityincreasing productivity
Reported stack
ABBYYEngeneumCRM
Source
https://www.abbyy.com/customer-stories/emr-improves-their-email-processing-time-with-abbyy-digital-intelligence-and-advances-classification-from-engeneum/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

ABBYY and Engeneum's solution saved EMR at least five manual hours per day, enabled automatic processing of approximately 65,000 emails per year, and brought customer response times well below the 20-working-day KPI w…

What tools did this team use?

ABBYY, Engeneum, CRM.

What results were reported?

Email processing time improvement: over five hours per day; Manual hours saved per day: at least five manual hours per day; Emails processed automatically per year: Approximately 65,000; customer response time vs KPI: well below the KPI of 20 day working days (source-reported, not independently verified).

How is this customer support AI workflow structured?

Incoming complaint email received → Key data captured from email → Automatic email classification → Route data to CRM → Customer response delivered below KPI.

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