The client has faced significant challenges in managing the services provided to taxpayers via multiple email accounts. These challenges included:
This situation has negatively affected client’s image in terms of providing its services and its quest for comprehensive digitization.
The Email Services Management System was developed using the Pega Platform as a
comprehensive solution to the mentioned challenges, including:
Create Tickets in the system automatically when receiving an e-mail from the taxpayer and assigning it to the competent department to process it through techniques to automatically classify messages, create and follow up orders.
Integrate multiple email accounts into a centralized system while improving classification mechanisms.
Allocate requests to the concerned teams based on effective mechanisms, while reducing delays and ensuring fair distribution.
Providing interactive reports and dashboards to monitor productivity and analyze the service level.
Improve response times and deliver quality services in line with customer expectations.
This solution contributed to improving operational efficiency and reducing complaints, which enhanced customer satisfaction and achieved an achievement that reflects client's commitment to the highest quality standards.
Pega platform was also selected as a development platform as it is characterized by its strong capabilities in Enterprise Process Management (BPM) and intelligent automation. Pega accelerated the development process with its model-based tools, which reduce the need to write complex code, and provided the flexibility to easily customize processes and interfaces to meet client’s needs.
The platform provides seamless integration with other systems such as SAP, while supporting process automation and intelligent order classification. It also features advanced reports and dashboards for performance analysis, and dynamic management of service level agreements (SLA) to ensure response timelines. Supported by high security measures and scalability, Pega was the perfect choice to develop a flexible system that would keep pace with client’s aspirations to provide outstanding and efficient digital services.
The Email Services Management System is an important milestone in the organization's journey towards achieving its strategic goals and promoting technical innovation. The platform has proven to be efficient in meeting functional requirements comprehensively, while delivering performance that exceeds expectations in many critical areas.
The platform provided an integrated experience for users through efficient ticket management which contributed to improving workflow and reducing response time by 30%.
The platform has demonstrated a high capacity to handle a large volume of requests, demonstrating its readiness for future expansion.
The system provided dashboards and reports to help management to have a clear view on the tickets and work progress. The dashboards and reports are customizable on user level to help users create reports based on their preferences.
The platform has proven its stability and speed in processing complex requests, ensuring the delivery of sustainable services with high quality.
