Industrial
Monarch
BKSM: ditching the shared inbox for a real ticket system
Their shared Outlook inbox was drowning. We replaced it with an on-prem ticketing system that scores urgency itself and assigns mails to the right person. Data never leaves the building.
Results achieved
Eliminated manual triage
Live SLA overview
Local data processing
The challenge
The service team handled breakdowns, maintenance, and invoice queries via one shared Outlook inbox. Urgent items got buried in routine traffic. Nobody had a real overview of the open workload.
Our approach
- 1.Ingest emails via Exchange Web Services to create tickets.
- 2.Classify tickets by urgency, category, and escalation level using a local AI model.
- 3.Route tickets to specific teams automatically and monitor SLAs with alerts.
- 4.Conduct an independent security audit before the system goes live.
The solution
A bespoke ticketing system with real-time per-employee views and a management dashboard. The AI model runs locally on a dedicated Linux VM at the existing hosting partner to ensure GDPR compliance.
Qwen2.5 via OllamaFastAPIPostgreSQLReactDockerExchange Web Services