Multi-mailbox centralisation
Several mailboxes were set up in one system. Staff no longer switch accounts — every thread becomes a ticket with a number, status and history.
Case study • recruitment (Poland)
WEST-ARBEIT – centralised and automated correspondence
The Debesis ticketing system organises correspondence at a recruitment company, centralises many mailboxes, automates case assignment and raises reply quality with templates and clear priorities.
Summary
Project summary at WEST-ARBEIT
WEST-ARBEIT is a growing recruitment company placing carers for elderly and dependent people in Germany. As candidates and clients grew in number, it needed to organise and automate email communication across many mailboxes.
WEST-ARBEIT asked Debesis for a solution that would centralise correspondence, automate case assignment and introduce clear categories and reply templates – so that no important message goes unanswered and agents work faster and more predictably.
The results of the Debesis ticketing system include:
- many mailboxes in one tool,
- requests categorised into topic queues,
- automatic notifications on ticket registration,
- one correspondence history per case,
- measurable gains in quality and predictability.
Context
About the customer and the main challenges
WEST-ARBEIT recruits people who want to work as carers in Germany. It was founded to meet growing demand for professional care services and has built a brand on quality, transparent processes and long-term cooperation with care staff.
The care sector is communication-intensive: candidates, carers and clients (families, relatives, partners) get in touch about jobs, paperwork, travel, contracts, schedules and payments. In practice that meant:
- high email volume spread across several mailboxes,
- a wide range of topics — from general questions to formal applications,
- time pressure around departures and contract decisions,
- the need for a full history and a transparent process.
Working in mailboxes made priorities hard to control, risked “lost” messages and made delegation difficult.
Strategy
Project goals and scope
Together with WEST-ARBEIT we defined the key goals:
- Centralised correspondence – all email requests in one tool with consistent status tracking.
- Automation – categories, queues, routing rules and automatic confirmations to senders.
- Higher quality and predictability – reply templates, clear priorities, less risk of omissions.
- Scalability – handling growing volumes without disrupting the team.
The scope included:
- rolling out the Debesis ticketing system,
- connecting many mailboxes to one system,
- designing topic queues (recruitment, documents, transport and so on),
- automatic notifications on ticket registration,
- reply templates for recurring scenarios.
Solution
Key Debesis features at WEST-ARBEIT
The rollout focused on the daily work of agents and coordinators — from a candidate’s first contact to paperwork and payments.
Request categories and queues
Requests are categorised and routed to the right queues (e.g. recruitment, documents, transport), shortening the path to the right agent and simplifying reporting.
Automatic notifications
When a ticket is registered, the system sends an automatic confirmation with the case number — a sign of professionalism that cuts “did my email arrive?” follow-ups.
Reply templates
Agents use templates for recurring topics (recruitment, transport, contracts and applications), keeping a consistent tone and complete information whoever handles the request.
Full correspondence history
All correspondence for a case is in one thread, which makes handovers and quality audits easier and reduces the risk of wrong decisions.
Advanced email handling
The ticketing system ensures no important message goes unanswered — the foundation of reputation in care, where timely, reliable responses matter most.
Rollout
How the rollout went
1. Analysis and design
We analysed correspondence sources, enquiry types and decision points, prepared a category map with WEST-ARBEIT and simplified handovers within the team.
2. Mailboxes and queues
Many mailboxes were connected to the ticketing system, with queues matching topics and team roles, which made delegation easier.
3. Templates and rules
Reply templates were written for key cases (recruitment, transport, documents), with automatic registration notifications and routing rules.
4. Team onboarding
The team was trained on the tool, escalation rules and quality metrics (FRT/TTR), and on mailbox hygiene, so that all interactions go through the ticketing system.
5. Stabilisation and optimisation
In the first weeks after go-live the data was reviewed regularly and categories, rules and templates adjusted, adding scenarios where volumes were higher than expected.
Results
Main results
The Debesis ticketing system directly supports WEST-ARBEIT’s mission — high-quality care services and stable cooperation with staff.
Full control of correspondence
Messages from many mailboxes are handled in one place, making priorities, SLAs and workload easier to manage.
No “lost” emails
Every request has an owner and status, and agents see the full context, minimising the risk of missing important topics.
Faster, consistent replies
Templates speed up work and standardise information for carers, candidates and clients, strengthening the company’s professional image.
Customer opinion
What WEST-ARBEIT
“We chose Debesis because the system is intuitive, easy to use and functional. We also received a lot of support with set-up and configuration. The request system gives us full control over client messages, automates work and ensures nothing slips through amid all the messages and daily tasks.” (translated from Polish)
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+48 22 699 99 00 · helpdesk@debesis.pl
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+48 22 699 99 09 · biuro@debesis.pl
Mon–Fri · 08:00–16:00 CET
Help desk for customers
+48 22 699 99 00 · helpdesk@debesis.pl
Mon–Fri · 08:00–19:00 CET · in English and Polish