Automating a shared inbox: where to start
When several people check the same inbox, the problem isn't the volume. It's that nobody knows who is handling each matter.
Property managers, advisory firms, maintenance companies, administrative departments… They all share the same scene: an inbox where everything arrives, several people checking it, and a constant feeling that something is falling behind.
The signs
If you hear any of these sentences in your team, there is a clear opportunity:
- “We have too many emails.”
- “Several people check the same inbox.”
- “It’s hard to know who is handling each request.”
- “Incidents keep piling up.”
The usual mistake: trying to change everything
The temptation is to replace the whole management software. It’s almost never necessary. A technology solution can start by automating a single process without touching the rest of the platform.
With email, that first step is usually:
- Identifying the type of message: incident, enquiry, administrative request…
- Classifying it according to how the team works.
- Routing it to the right person or queue, leaving a record of its status.
What to measure before you start
Before automating anything, it’s worth knowing how many messages arrive per day, how an incident is currently told apart from an enquiry, and where follow-up is recorded. With that data you can calculate how many hours a month go into reading, classifying and forwarding emails, and decide whether it’s worth it.
A single process solved well is often the first step towards something bigger.