How an Australian Company Cut Costs 50% with Email Automation

The client is an independent company that delivers fairer and more affordable household bills to its members. Backed by small business operators and investors who share a vision for financial fairness, the company has built a reputation for empowering consumers with cost-effective solutions. The client continue to redefine affordability, ensuring their members receive the best value without compromising quality.

The Challenge: Inefficient Workflows

As the company expanded, managing customer communications became increasingly complex. Their reliance on high-cost third-party email services was a temporary fix for an inefficient system that required significant manual intervention. Employees spent hours sorting, categorizing, and responding to emails—delays that frustrated customers and strained internal resources.

A critical obstacle was the lack of integration between the core ERP system and the email service. Without seamless connectivity, automating key tasks such as query resolution, invoice processing, and service requests was nearly impossible. Despite ongoing efforts to streamline processes, the company struggled with escalating manual workloads, operational inefficiencies, and declining customer satisfaction.

The challenge became a growing concern for the Chief Information Officer (CIO), who faced increasing pressure to modernize operations and improve digital infrastructure. The client needed a scalable, intelligent solution that would enhance efficiency while reducing costs.

The Solution: Email Automation by Datamatics

Datamatics designed and implemented an Out-of-the-Box (OOB) automation solution tailored to the company’s operational structure. The team devised a strategy that eliminated the need for manual intervention by leveraging Power Automate for streamlined customer communications.

The solution extracted newly created customer profiles from Microsoft Business Central and automated the validation process using SharePoint. Instead of employees manually inserting customer records daily, Datamatics developed a Power Automate flow that validated these profiles and triggered automated email notifications to relevant customers. This ensured real-time accuracy and responsiveness while freeing employees from tedious, repetitive tasks.