customer_support · logistics · workflow
East Midlands Railway improves email processing time by over five hours per day with ABBYY and Engeneum
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Incoming complaint email received
Staff previously had to review incoming complaint emails and record the cause at the time of receipt.
Tools used
ABBYYEngeneum
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.
Results
Time savedover five hours per day
Volumeat least five manual hours per day
Cost replacedsignificant cost savings
Grounding & classification
Source type: vendor customer story
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data extractiondocument aidocument classificationemailmetric backednamed customerproduction runtime claimedtools describedworkflow describedlogisticscost reductionemployee productivityresponse time reductionthroughput increasetime savedvendor customer storyback office opscustomer supportextract classify routeinbox to system