Case Studies.
Delivering Outcomes.
Automation that delivers real business value.
The Case Study #3
Instant Notification Automation for Time‑Sensitive Client Requests
The Challenge:
A company approached us with a deceptively simple but operationally critical problem. Their website automatically generated emails with a fixed subject line whenever a customer submitted a particular type of request. These requests were urgent and needed to be actioned immediately.
However, the emails were landing in a shared inbox that the team only checked periodically throughout the day. This meant urgent customer requests could sit unnoticed for long stretches of time sometimes hours simply because the team weren’t actively monitoring the inbox every minute.
The business needed a way to ensure that:
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Time‑sensitive requests were seen instantly
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The entire team were alerted at the same moment
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No customer was left waiting for a response
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The process didn’t rely on someone “happening” to check the inbox
This was a classic example of a workflow where automation could remove human delay and dramatically improve customer experience.
Our Process:
We began by reviewing how the shared inbox was used, how often it was checked, and how the team currently identified urgent requests. We also looked at the website’s automated email structure and confirmed that the subject line for these critical requests was fixed and consistent, a key detail that opened the door for automation.
Our goal was to design a solution that was:
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Fast — instant notification
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Reliable — no dependency on inbox monitoring
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Simple — minimal change to existing processes
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Visible — alerts delivered where the team already worked
We mapped out the journey of the email from the moment it left the website to the moment the team saw it and identified exactly where the delay occurred.
The questions we asked ourselves:
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How do we ensure urgent requests are seen the moment they arrive?
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How do we remove the dependency on manually checking a shared inbox?
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Can we use the fixed subject line as a trigger for automation?
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What is the fastest way to notify the entire team simultaneously?
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How do we make the alert impossible to miss?
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How do we keep the process simple and avoid over‑engineering?
These questions guided us toward a lightweight but highly effective automation.
The Solution:
We built a simple but powerful automation using Microsoft Power Automate.
Subject Line Trigger.
Because the website always generated the same subject line for urgent requests, we created a flow that monitored the shared inbox and triggered instantly whenever an email arrived with that exact subject.
Instant Teams Notification
Instead of relying on someone checking the inbox, the flow sent a Microsoft Teams message directly to the entire team the moment the email arrived.
This meant:
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Every team member received the alert at the same time
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The notification appeared on desktop, mobile, and tablet
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The request could be actioned immediately
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No one needed to be “in the inbox” to see it
No Process Change Required
The shared inbox remained in place. The website continued sending emails exactly as before. The team simply received instant alerts instead of delayed discovery.
This was automation at its best: minimal disruption, maximum impact.
The Results:
The impact was immediate and measurable.
Operational Improvements
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Urgent requests were actioned within minutes instead of hours.
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The team no longer relied on periodic inbox checks.
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Notifications reached everyone instantly, regardless of location.
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Response times became consistent and predictable.
Customer Experience Improvements
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Customers received faster replies and quicker resolutions.
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The business eliminated delays that previously caused frustration.
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The team could respond almost immediately, creating a positive first impression.
Team Efficiency
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No more inbox monitoring.
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No more missed or overlooked requests.
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Clear accountability, everyone saw the alert at the same time.
Strategic Impact
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A small automation delivered a significant improvement.
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The business gained confidence in using automation for other workflows.
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This became a foundation for future digital enhancements.