Sai Sidharth Sambasivan Chettiyar

From Manual Email Tracking to AI-Driven Queues Enterprise Case Management Modernization

Abstract:

This article outlines the creation and implementation of a Dynamics 365 Customer Service solution, moving the manual email-based case handling of more than 1,500 Customer Service Representatives to an intelligent SaaS ecosystem. The new system automates the conversion of email to case, queue routing, enforcement of SLAs, along with real-time analytics, greatly reducing the lack of visibility (from 250 hours/month to 0 hours/month) and providing an annual ROI of $105,000. The 8-week pilot with 100 users from multiple sub-groups resulted in a 96% SLA compliance rate and an improvement in the average response time from over 24 hours to 3.2 hours and an increase in the average number of cases completed per agent per day (16.3). Important technical accomplishments include compliance with HIPAA and SOX, integration with CRM and SAP using Power Automate, and creation of other efficient routing rules. Additional plans for this new system include expanding to other channels, adding GenAI auto resolution capability, developing the ability to use data to predict the workforce requirements of the future, establishing customer service as a key asset driven by data and creating reusable reference architecture to facilitate scalable modernizing efforts for Corporations.

Profile:

Sai Sambasivan is an experienced technology leader and enterprise architect with a strong track record in designing scalable digital solutions and driving enterprise technology strategy. Currently serving as a Senior Information Technology Manager at Medline Industries in the United States, he leads IT initiatives that support supply chain and sales portfolio solutions. His work focuses on aligning technology with business objectives, enabling organizations to improve operational efficiency and deliver better outcomes for customers through modern digital platforms.
In his role, Sai plays a key part in defining enterprise architecture roadmaps, driving cloud migration strategies, and implementing innovative technologies such as low-code platforms, business process management systems, and customer master data management frameworks. He works closely with business stakeholders and technology teams to ensure that enterprise solutions are scalable, secure, and aligned with long-term digital transformation goals. His leadership has helped organizations adopt modern architectures and improve technology governance and portfolio management.
Prior to joining Medline, Sai served as a Principal Solutions Architect at LivePerson and held multiple technology leadership roles at Infosys, where he worked on enterprise mobility, CRM integrations, and large-scale digital transformation initiatives for global retail and technology clients. With a Bachelor’s degree in Electronics and Communication Engineering from Cochin University of Science and Technology, Sai is passionate about empowering teams, fostering innovation, and building technology solutions that create lasting business value.