Customer Service — Summary
Across 3 mapped workflows · annualised so different rhythms add up fairly
Yearly totals exclude ad-hoc workflows with no set rhythm: Warranty claims
Opportunities in Customer Service
1 opportunity — every size; the org review only shows the biggest| Impact | Opportunity | Workflow | Kind | Effort | Per year |
|---|---|---|---|---|---|
| 97 | Draft-first support inbox Full recommendation ▾The shared mailbox is already accessible via Graph. A build reads each incoming email, tags the category, and drafts the routine replies (delivery, stock, returns policy) for one-click send. Officers review drafts instead of writing from blank. | Customer email triage step 1 | Simplify | needs setting up | 292h/yr |
Workflow by workflow
Click a workflow for its own detailed summary. 2 of 3 not analysed yet — their capacity numbers show as 0 until they are.
| Workflow | Owner | Complete | Steps | Hands-on /run | Runs /yr | Friction | Planned /run | Planned /yr |
|---|---|---|---|---|---|---|---|---|
| Warranty claims | — | 0% | 3 | 0 h | — | 0 | — | — |
| Customer email triageDaily | Customer Service Officer | 100% | 5 | 4.1h | 250 | 1 | 0m | 0h |
| Returns processingDaily | Customer Service Officer | 90% | 6 | 0.6h | 250 | 0 | — | — |
Top friction points
Across every workflow, worst first — how much a step hurts, multiplied by how long it takes. So a long mildly annoying step can outrank a short painful one.
| Step | Workflow | Who does it | Kind of pain | Hurts | Time | Why it hurts |
|---|---|---|---|---|---|---|
| 1Read and categorise everything in the shared inbox | Customer email triage | Customer Service Officer | — | badly | 60m | Every email gets read twice — once to sort, once to answer |
Comms insights
Where the department's time goes: doing work in systems vs moving information between people.
Run “Analyse workflow” on a map to surface glue patterns.