Services · Operations and service

Customer and vendor request routing

We automate the sorting and routing of customer and vendor requests: incoming messages are sorted, replies are drafted, and the unusual ones go to the right person.

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Who it is for

Operations, service and office teams working out of shared inboxes
Law firms and professional services firms handling new client and matter requests
Companies where requests sit until the one person who knows where they go gets to them

Typical problems

Status questions, new requests, complaints and paperwork all land in the same inbox.
The same answers get written by hand over and over.
Urgent or unusual messages wait behind routine ones.
Details needed to act (account, order, job or matter number) are missing, and someone has to chase them.

What we automate

Incoming messages are sorted by type and urgency as they arrive.
Routine requests get a drafted reply for a person to check and send.
Key details are pulled out and attached to the right record.
Unusual or sensitive messages are routed to the right person with a short summary.
Nothing is sent to a customer or vendor without the review rules you choose.

How we do it

Audit. We sit with the people doing the work, map where the time goes, and rank what to automate, with a rough cost and payoff for each.
Pilot. We build the best first candidate inside your existing systems. Your team uses it on real work, and we measure the time it saves.
Run and improve. We keep it working, handle the edge cases, and add the next process when you are ready.

Systems

We commonly work with Microsoft 365 (Outlook) or Google Workspace (Gmail) shared inboxes; your CRM, practice management or ticketing tool, where it accepts updates; Excel or Google Sheets. If yours is not listed, ask; most of the work is about how your process runs, not the brand of software.

Price and engagement

Most companies start with a process audit: $4,500, fixed price, 1–2 weeks. A pilot build is fixed scope, 4–6 weeks, $12,000–$20,000. Ongoing support is $3,000–$6,000 per month. You know the cost before you commit, and you own what we build.