Automating Emails to Improve Customer Experience

Industry: Travel

Project goal: To develop an automated system for managing client emails

What was done:

Created a system of email templates based on the stage the customer is in.
Built a Google Sheet that automatically lists tasks for sending emails to clients, including client details, email templates, and assigned agents.
Set up automatic notifications for agents via email and Telegram, reminding them to send the emails. Agents mark tasks as completed after sending.
Added end-of-day notifications for agents about any unsent emails, and reports for management summarizing agent activity.

Achievements:

Eliminated the chance of agents missing emails to clients.
Increased customer satisfaction by ensuring continuous updates about their upcoming trip, including payment reminders and other key information.
Reduced overdue payments and complaints from customers who lacked important information before their trip.
Made it easier for agents to send emails by providing reminders and ready-made templates, so they no longer need to remember when and what to send.
Gave management clear oversight of email deliveries.