Element / Healthcare - Email Reconciliation Automation for Contact Center
Email Reconciliation Automation for Contact Center
Problem :
Reconciling inbound emails from multiple sources (website, direct mailbox, fax) with cases in the iConnect system was done manually-taking 1–2 hours per day and risking oversight in case mapping.
Solution :
An interactive Shiny tool was developed that automated the upload, comparison, and discrepancy identification across all three sources. The system flags missing or unmatched records and provides summary metrics via an intuitive interface.
Outcome :
The time for daily reconciliation dropped from hours to minutes. Accuracy improved significantly, ensuring that all emails were reconciled with cases in the system, reducing risk and manual tracking.