Automated Case Closure: Leveraging Workflow Automation to Reduce Back-Office Workload
In today’s fast-paced CX environment, data is everywhere—but much of it remains untapped. Contact centers capture vast amounts of valuable information, yet studies show up to 80% of this data goes unused due to siloed systems, manual reporting challenges, and a lack of real-time analytics. This case study explores how DATAMARK helps organizations break down data barriers by leveraging AI-driven insights, automation, and BI tools. By transforming raw data into actionable intelligence, contact centers can enhance agent performance, predict customer needs, and shift from reactive to proactive decision-making.
Background
When a global leader in freight, managing over 4 million packages daily across 721 North American stations, set out to optimize its rejected delivery process, DATAMARK responded with an automated solution designed to streamline Centralized Quality Assurance (CQA) operations.
What is Centralized Quality Assurance (CQA)?
CQA is a division dedicated to resolving rejected delivery cases, referred to as Code 02 packages, and accurately redelivering them. By shifting the workload from multiple locations to a unified process, organizations can cut down inefficiencies, reduce human error, and create a more consistent customer experience.
The Challenge
Manually reworking rejected Code 02 packages created inefficiencies, considering many of these cases were ineligible for redelivery in the first place. Certain packages could not legally be rerouted due to factors such as:
Because of this, DATAMARK was entrusted to develop a customized solution to reduce the volume of ineligible cases before they ever reached the contact center agent’s workflow.
The Solution
To reduce unnecessary agent workload, DATAMARK was entrusted to develop a custom workflow automation solution to auto-close packages before arriving to an agent. The process begins with India-based research teams who review newly flagged cases to determine if the issue can be resolved without further escalation. If resolution isn’t possible, the case is escalated to the Juarez team for next steps.
- DATAMARK’s team in Juarez and India collaborated on a process that delivers real-time package updates through continuous automation.
- The system checks package eligibility automatically.
- Ineligible cases are closed before they ever reach an agent.
The system automatically determines if a case is eligible for address correction before ever assigning it to an agent. Ineligible cases are automatically closed, drastically reducing turnaround times.
The Result
Since integrating the custom solution, the automated workflow has:
- Processed over 1.6 million cases, with approximately 89,000 automatically closed as ineligible.
- Achieved a 5% automation rate, reducing manual workload and freeing agents to focus on eligible rework.
- Improved operational efficiency while delivering significant cost savings for the client.
The Bottom Line
By integrating a custom automated workflow that accurately closes ineligible cases before they ever reach an agent’s queue, DATAMARK helped one of the world’s most complex logistics ecosystems reclaim time, reduce cost, and improve operational efficiency.
The goal wasn’t simply to automate. The goal was to innovate a smarter process that allows agents to focus on the work that truly requires their expertise, while eliminating non-value, repetitive tasks that often don’t, for our clients and their customers.
Ready to streamline your operations with intelligent automation? Contact us to explore how we can support your transformation.
WANT TO KEEP READING?
MORE DATAMARK CASE STUDIES
We help Fortune 500 companies, large enterprises and government agencies address the greatest challenges to their businesses to increase their profitability as they grow. Explore the case studies below to learn how we’ve helped our customers and how we can help your business, as well.
