Automating device recovery for a global workforce
Devices people no longer need still carry hardware value and data. Getting them back used to mean manual tickets, one-off emails and follow-ups by hand.
What I did
I weighed building against buying and piloted an off-the-shelf chatbot. When it couldn't scale, I shaped the requirements for an in-house outreach platform with reusable templates, scheduling and conversation flows. Then I designed an automated reminder cadence across five regions, with escalation to managers when someone ignored repeated reminders.
Outcome
- Overdue devices down about 38% in three months, beating the target
- Return rates on escalated cases up about 60%
- Multi-million-dollar device value recovered in the first months
- More than 80% of returns now self-service; thousands of hours of manual work removed each year
- Now used company-wide for security notices, hardware upgrades and event reminders