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Customer project

Digitalisation and Automation of
Incident Notifications in Partner Management

The solution transforms a manual Excel and Outlook process into a standardised platform for fast, targeted and traceable incident notifications. Recipient groups, text modules, dispatch and documentation are centrally managed – resulting in shorter response times,
higher delivery quality and more professional partner communication.

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Business Activity

The company operates in German-speaking markets. As part of its partner and dealer communication, it runs several portals that provide information, services and interactions for different target audiences. These include in particular a partner portal for partner communication and a specialist portal serving its affiliated organisation and its service environment.

"With the new solution we have significantly professionalised what was previously a manual and time-critical process. Incident notifications can now be sent faster, more accurately and at a much higher quality. Particularly valuable for us is that we can now manage the relevant recipient groups in a structured way, document dispatch cleanly and at the same time sustainably improve deliverability."

Head of Digital

The Project in Detail

Application

A custom user interface was developed for an internal service department of the company and connected to a Marketing Automation solution. Through this platform, incident notifications can be created in a structured way, dispatched to precisely defined recipient groups and documented in an audit-proof manner. The solution enables the partner management team to communicate significantly faster and more professionally in the event of an incident.

Starting point

Before the solution was introduced, incident notifications were largely managed manually via Excel and Outlook. In the event of an incident, the relevant recipient groups had to be identified from an Excel list containing over 100 rows, content had to be assembled manually, text copied and pasted into Outlook, and both dispatch and traceability had to be ensured by hand.

This process was:

  • Time-consuming
  • Error-prone
  • Confusing
  • Dependent on individual know-how and personal routines

Sending a single incident notification frequently took 20 to 30 minutes, even though the information ideally needed to reach the relevant recipients within 5 minutes.

Solution

Implementation of a custom platform as the central control and dispatch solution for incident notifications:

  • Guided creation and dispatch of incident notifications via a custom user interface
  • Integration of a Marketing Automation solution for professional and scalable email dispatch
  • Selection of defined target groups directly within the application
  • Use of pre-prepared text modules
  • Documentation of all dispatched notifications
  • Management of profiles and recipient groups
  • Functions for downloading and unsubscribing target groups
  • Rights and roles concept for different user groups
  • Usable without direct access to the Marketing Automation tool

Result: a standardised, significantly accelerated and professionally manageable end-to-end process for incident communication.

Benefits

With the new platform, a previously manual and time-critical process has been consolidated and automated. The partner management team can now dispatch incident notifications significantly faster, more accurately and at a higher quality.

  • Faster response in the event of an incident – dispatch within 5 minutes
  • Significant reduction in manual process steps
  • Higher email deliverability
  • Lower risk of blacklisting
  • Traceable documentation of all dispatched notifications
  • More professional appearance of communications
  • Relief for the service and support teams involved
  • Freeing up capacity for operational management and partner care
Business Impact

The standardisation and automation of the process deliver a significant time saving per notification as well as operational relief throughout the year:

0-0%process acceleration per incident notification compared with the previous manual dispatch
0-0Mintime saved per notification compared with 20 to 30 minutes of manual effort
0-0h/yoperational relief per year – proportionally more at higher dispatch volumes
Further benefits
Acceleration of a previously manual incident notification process
Higher deliverability and lower blacklisting risk
Audit-proof documentation of all dispatched notifications
Relief for service and support teams for higher-value tasks
Reduced dependency on manual workarounds in Excel and Outlook

In addition, the company benefits from a significantly faster response in the event of an incident, greater process reliability and more professional, traceable partner communication.

Strategic Value

The company replaces a critical but previously unstructured communication process with a central, cleanly documented solution. This creates not only speed, but also process reliability, transparency and a significantly more professional image towards partners.

The particular strategic value lies in the combination of a custom user interface and integrated Marketing Automation: specialist users manage dispatch directly from their operational context without having to work in marketing tools. The platform thus becomes the standard tool for partner communication in the event of an incident.

Business Impact

The standardisation and automation of the process deliver a significant time saving per notification as well as operational relief throughout the year:

0-0%process acceleration per incident notification compared with the previous manual dispatch
0-0Mintime saved per notification compared with 20 to 30 minutes of manual effort
0-0h/yoperational relief per year – proportionally more at higher dispatch volumes
Further benefits
Acceleration of a previously manual incident notification process
Higher deliverability and lower blacklisting risk
Audit-proof documentation of all dispatched notifications
Relief for service and support teams for higher-value tasks
Reduced dependency on manual workarounds in Excel and Outlook

In addition, the company benefits from a significantly faster response in the event of an incident, greater process reliability and more professional, traceable partner communication.

Strategic Value

The company replaces a critical but previously unstructured communication process with a central, cleanly documented solution. This creates not only speed, but also process reliability, transparency and a significantly more professional image towards partners.

The particular strategic value lies in the combination of a custom user interface and integrated Marketing Automation: specialist users manage dispatch directly from their operational context without having to work in marketing tools. The platform thus becomes the standard tool for partner communication in the event of an incident.