The challenge of communicating at scale
For businesses managing large client networks, sending personalised communications can become a time-consuming administrative task. Each recipient may require an individually addressed message, specific information and supporting attachments, making it difficult to communicate efficiently while maintaining a personal approach.
At Lab Moneta, a Singapore-based financial technology and IT solutions company, email and WhatsApp were important channels for reaching clients and other contacts. Preparing these communications individually required considerable effort, particularly when distributing information to hundreds or thousands of recipients.
The challenge was finding a more efficient way to manage large-scale communications while preserving the individual details that make each message relevant to its recipient.
Making personalised communication easier
Lab Moneta worked with GORU to develop two robotic process automation (RPA) solutions for managing its email and WhatsApp communications.
With the new workflows, staff could maintain a recipient list in Excel and prepare a message template in Microsoft Word. The automation would then process the list, personalise each message using the recipient's information and send it through the appropriate communication channel.
For email distributions, the automation could also include documents specific to individual recipients, ensuring that each person received the relevant attachments. The WhatsApp automation similarly supported personalised messages and accompanying files.
This allowed Lab Moneta to prepare communications centrally while retaining the flexibility to address recipients individually, substantially reducing the manual work involved in large distributions.
Reaching more people with less manual effort
The introduction of automation allowed Lab Moneta to prepare a single communication template and distribute personalised messages across large recipient lists, eliminating much of the repetitive work involved in composing, addressing and attaching documents to individual messages.
For a distribution involving 1,600 recipients, a subsequent optimisation was projected to reduce email-processing time from approximately 60–80 minutes to 20–30 minutes, representing a potential saving of 30–60 minutes per run compared with the original automated process.
For Lab Moneta, the broader gain was the ability to manage large-scale client communications without losing the personalisation that makes each message meaningful. Staff could prepare content once, tailor it automatically to individual recipients and distribute it consistently across established communication channels.
With repetitive sending activities automated, the team could devote more attention to the content of its communications and the relationships behind them, while maintaining a workflow capable of supporting larger recipient volumes.
