DDG is a full-service provider for the healthcare industry and offers everything from professional billing, data and contract management to the storage of your data and individual software solutions. DDG processes over two million prescriptions every month. The client payments triggered after verification represent a total invoice volume of several billion euros per year.
The Starting Point
The total volume of e-mails received by DDG each month is around 50,000 messages per year, of which around 90% are queries. The incoming mails in the mailboxes should be automatically assigned to the different specialist departments.
The Task
The aim is to intelligently recognize, automatically distribute and classify incoming emails for further processing. Queries are to be processed in a fully automated procedure and all other emails are to be assigned to the correct mailbox. Manual work needs to be reduced to a minimum, making processes safer and faster.
The Solution
Automated email distribution with NOVO CxP ensures a faster, more resource-saving allocation of incoming emails. Queries are processed automatically and transferred to the “Internal Service Center” target system.
The Result
All incoming queries that are complete and can be clearly assigned are automatically processed and transferred to the internal target system in a structured JSON format. Other incoming emails are moved to the respective target mailbox. A very small percentage of unassignable messages remain in the inbox for manual processing. NOVO CxP has considerably accelerated email distribution and significantly reduced manual effort.
At a glance
Faster distribution, less effort - incoming mail is now processed much more efficiently.
Thanks to the quick and easy implementation, DDG benefits from the improved efficiency within a short period of time.
The use of NOVO CxP led to a reduction in costs and an increase in data security.
THORSTEN KRISCHIK
Head of IT / Organization at DDG
“With the support of e-mail classification by NOVO CxP,
it is possible to efficiently assign incoming requests which strengthens our ability to process them promptly.
Thanks to the BI tool, the current classification status is immediately visible.”
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