Customer email triage — Summary

Customer Service · Customer Service Officer · Runs daily100% complete

1 waiting for a decision

Biggest wins in this workflow

SimplifyDraft-first support inbox (step 1)≈ 292h/yr · ~70m/run · the chosen Now play

Team time per run

4.1h

Counts everyone: 2 steps are done by a group

≈ 1,021 h a year

Planned to free (accepted)

0m per run

≈ 0 hours a year back to the team once done

Still open (recommendations to review)

1.2h per run

0m planned + 1.2h open + 2.9h untouched = 4.1h per run

≈ 292 hours a year if all adopted. Accepted ones sit under Planned to free; nothing here counts more than its step costs

Already automated today

0 of 5 steps

0m of hands-on time is on partly systematised steps — honest baseline, not opportunity

Top friction points

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	Who does it	Kind of pain	Hurts	Time	Why it hurts
Rank 1, step 1, Read and categorise everything in the shared inbox	Customer Service Officer	—	badly	60m	Every email gets read twice — once to sort, once to answer

Recommendations

To review1

🔧 Change how these are done (1)~70m/run

Step 1Simplifyneeds setting up

Draft-first support inbox

~70m per run of the step's 120m team time · the chosen Now play

How ▾

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.

Accepted0

None

Not now0

None