IT Organization Reduced Manual Emails By 57% With GLSS
United States
Technology
Operations
57%
- The problem: An IT organization relied on lengthy email exchanges to process panel card requests, creating unnecessary administrative work, delaying responses, and increasing frustration for customers and employees.
- The Results: With GLSS Training & Certification, the organization streamlined its request process, reducing the average number of emails per request from 5.23 to 2.27âa 57% improvement.
In the fast-paced world of Information Technology (IT), efficient communication is essential to delivering reliable services and keeping operations running smoothly. Even routine requests can create significant delays when processes require excessive manual effort.
When an IT organization discovered that unnecessary email exchanges were slowing its operations, it turned to GLSS’s Lean Six Sigma Green Belt Training & Certification to equip its team with practical problem-solving and process improvement skills.
By applying Lean Six Sigma methods and embracing Ethical EfficiencyâĒ, the team focused on eliminating unnecessary work while creating a better experience for employees and customers.
Processing panel card requests had become a time-consuming responsibility for the organization’s service team. Each request often required an hour or more of staff time, with employees manually writing multiple emails to gather missing information and answer customer questions.
These repeated exchanges slowed request completion, increased administrative workloads, and created frustration for customers waiting for assistance.
For an IT organization focused on delivering timely and dependable services, these inefficiencies affected productivity and service quality. Improving the process was essential to reducing employee workload, improving response times, and maintaining operational efficiency as demand increased.
Using the problem-solving skills gained through GLSS Training & Certification, the team examined its existing workflow to understand why so many emails were necessary. The investigation revealed a straightforward issue: there was no standardized process for submitting panel card requests.
Customers frequently submitted incomplete information, requiring employees to follow up repeatedly before processing their requests. Without a consistent submission method, staff also spent unnecessary time drafting individual responses and clarifying requirements.
The team recognized that collecting complete information from the beginning could eliminate much of the repetitive communication.
Rather than adding more steps to the process, the team focused on making it easier for everyone involved. Using GLSS improvement methods, they introduced a Microsoft Form that standardized panel card requests and required customers to provide essential information before submission. This simple solution delivered several benefits:
- Ensured complete and consistent information was collected upfront
- Reduced unnecessary follow-up emails
- Simplified request processing for employees
- Created a faster, more predictable customer experience
The solution also supported Ethical Efficiency by reducing repetitive administrative work while making the process more convenient and less frustrating for customers.
With fewer emails to manage, employees could spend more time resolving requests and providing valuable customer support.
The redesigned process delivered a 57% reduction in the average number of emails required to complete each request.
- Average Emails per Request (Before): 5.23
- Average Emails per Request (After): 2.27
- Improvement: 57%
By reducing unnecessary communication, the IT organization streamlined daily operations and made it easier for employees to complete requests efficiently.
Customers benefited from fewer follow-ups and a smoother service experience, while employees gained more time to focus on higher-value activities.
The standardized form also established a more consistent and scalable process, helping the organization manage future growth without adding unnecessary administrative work.
with GLSS
Improving efficiency doesn’t always require complex technology or major operational changes. Sometimes, a simple adjustment to an everyday process can deliver meaningful results.
By identifying the root causes of excessive email communication and implementing a practical solution, the IT organization achieved a 57% improvement while strengthening employee productivity and customer service.
Through its innovative instructional design, engaging content, and practical approach to learning, GLSS Training & Certification helps professionals quickly develop and apply improvement skills to achieve measurable results faster.
This successful project demonstrates how technology and continuous improvement can work together to create lasting value. With a more efficient, customer-focused process in place, the organization is better positioned to support future growth, maintain high service standards, and continue advancing Ethical Efficiency throughout its operations.
*We value our clients’ confidentiality. While the names may be anonymous, the results are real.
