Structure, prioritize and assign customer requests
In hospitality revenue management, NOVENZA connects a shared Microsoft mailbox to Asana to prepare request classification and routing without replacing the team’s tools.
The problem and users
Customer service teams and operational managers must read emails, understand each request and identify its owner. The system prepares a category, priority and information needed for assignment.
The designed workflow
Requests move from email to classification and tracking. The pilot lets the team review suggestions before enabling actions.
- Email in the shared Microsoft mailbox
- Transfer through Power Automate
- VPS analysis: category, priority and routing
- Return to Power Automate
- Asana creation or update and assignment under business rules
- Planned acknowledgement and status notification workflow
What works today
The system runs alongside normal processing. The team observes recommendations, compares proposed routing with its own handling and checks errors and duplicates. The existing process remains the reference.
During the pilot, the team retains control of customer replies and defines which Asana actions to enable.
An architecture connected to your tools
Microsoft 365 and Power Automate pass requests to the Novenza engine, hosted on a US VPS. Asana centralizes tracking. Access and hosting arrangements are agreed during scoping.
The team’s role
Managers approve rules, review exceptions and decide which actions to enable progressively. A system-proposed priority remains a recommendation to evaluate in context.
Monitor processing quality
The team reviews priorities, routing quality, exceptions and duplicates to refine rules and prepare the next deployment stage.
Apply this approach to your requests
Scoping defines mailboxes, assignment rules, tools and required approvals. A limited pilot precedes action activation.
Explore email and request automation All work and demonstrations