All cases
RPA
Faster and more accurate answers to complaint tickets – now written and sent by a robot.
How a pharma company sends personalized status updates automatically on every ticket change – around six per complaint, all data straight from Trackwise.
Starting point
Every change to a complaint ticket has to be communicated to the customer. Depending on the case, that adds up to around six email notifications per ticket – manual work until now.
Solution
A software robot monitors Trackwise for changes to complaint tickets. When it detects a change, it assembles the matching message and sends it. The content is based on ticket status, vendor, resources and reports – all of it generated in Trackwise. This allows responses to reach customers faster and more accurately.
Result
RobotHumanAI-assisted
Complaint ticket is updated→Robot detects the change in Trackwise→Message assembled from status, vendor, resources and reports→Personalized email goes to the customer
Result
6~
email updates per complaint, on average
4
Data sources for every personalized message
Trackwise
Single source of truth for all updates
Automatically
sent on every ticket change
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