Veterans Benefits Administration

Project: Automated Cloud Email Solution

Automated Cloud Email Solution Improves Efficiency at Veterans Benefits Administration

The Challenge
VBA Education Services email and phone systems were overloaded with inquiries related to the Montgomery GI bill.

The Solution
Use RightNow email management and knowledge base solutions to generate automated emails, which provide timely responses and help direct some inquiries to information on the agency’s website.

Projected Results

• 24/7 response capability.
• 95% of emails require minimal agent intervention.
• 50% reduction in email volume.
• Reduced phone volume stemming from timely responses to initial email inquiries.