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How the City of Raleigh is using email automation to deliver better customer service

How the City of Raleigh’s Building Department uses Acta Mustang™ to automate their email and deliver better customer service.

The Challenge: High resources spent fielding customer email inquiries

Customer-facing teams in the Building Department are facing an influx of customer inquiries and requests. Staff spend the majority of their time on the phones and in their emails responding to customers. As a result, staff is accumulating a backlog that creates bottlenecks in permitting and inspections.

The Solution: Streamlining staff’s email workflows

Acta Mustang™ is a customer support tool that lives in staff's email inboxes, and helps them respond to varying customer inquiries by building consistent and clear responses to customer inquiries with fast and easy clicks. Our solution stores blocks of customer support information as buttons that staff click to answer customer questions and requests.The Building Customer Service Team turned to Acta Mustang™ for two main reasons: to save staff time while eliminating backlog and to deliver consistent customer service. 

In just one month of using Acta Mustang™, Raleigh was able to achieve and deliver better business outcomes:

  • Staff saved 94.1 hours across 5 team members 
  • Each staff member saved an average of 5 minutes per email they sent using Acta Mustang™
  • Staff eliminated back and forth email chains with customers when they used Acta Mustang™, saving an additional 15-20 minutes per email chain eliminated. 
  • Staff not only saved time in customer interactions, but customers also received consistent, clear, and robust information. 
  • By saving time when handling emails, staff was able to decrease phone hold times--increasing customer satisfaction and decreasing phone backlog.
  • Staff delivered faster, better customer service at a lower cost per customer served. We reduce cost per customer served by up to 81%

The Impact of Acta Mustang™: Staff gets time back and customers get the information they need faster 

  • Speeding up staff workflow 

“The add-in saves me, on average, 5 minutes for every email I use it for.” 

  • Eliminating back and forth with customers 

“Whenever I send a payments email using Acta Mustang™, I don’t spend any time in the frustrating back and forth. The customer knows exactly what to do now because the emails are clear every time without me having to worry about it.” 

  • Increasing staff focus and customer clarity 

“Now, if I have to answer phone calls while I’m responding to emails, I can just click on an Acta tag instead of losing my place to answer a phone call and spend time figuring out where I left off. The communication is easier and clearer to the customer.” 

See how Acta Mustang™ can help your team streamline customer-facing email workflows and deliver better customer outcomes. Our no-code solution can be implemented within a day and delivers immediate improvements.  Visit www.actasolutions.io and hit “Start Free Trial” to get started. 

Pavani Peri

Co-Founder & COO

Pavani has worked for local government in economic development. In addition to Acta Solutions, she also works with an affordable housing agency.