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Behind the scenes: how operational emails synchronize IT and enterprise workflows

Behind the scenes: how operational emails synchronize IT and enterprise workflows

Vignesh
Published : August 25, 2023
Last Updated : September 12, 2023
345 Views
8 Min Read

Concluding our series on email automation, we take you behind the scenes to explore the vital role of operational emails in harmonizing IT and enterprise workflows. As we unravel the intricate web of operational communication, we encourage you to revisit the earlier articles in this series. By traversing the entire spectrum of email types, you'll gain a comprehensive understanding of how email automation propels organizations toward efficiency, engagement, and growth.

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As digital transformation sweeps across industries, emails have evolved from mere communication tools into intricate components of organizational machinery. While most of us are familiar with marketing and transactional emails, operational emails—complex, system-triggered messages pivotal to a company's internal orchestration—remain relatively under the radar.

Unpacking operational emails

Unlike transactional emails that face consumers, such as order confirmations or subscription updates, operational emails resonate in the internal or backend operations of enterprises. Typically, they emerge from automated tools, such as a new support ticket being raised in a help desk system, a shift in lead status within a CRM, or the alert from an ERP upon inventory depletion. They take on myriad forms, from notifications, alerts, and reminders, to intricate reports and critical system updates.

While "operational email" might not be the universal term, some might dub them system notifications or process alerts, internal alerts, or platform-generated mails, amongst other names. However, for the purposes of this discussion, we’ve adopted the nomenclature of "operational emails" to differentiate them from transactional ones.

The operational email imperative

Without the pulse of operational emails, DevOps teams could be left groping in the dark, and immediate system downtime may go unnoticed, leading to prolonged service interruptions. Additionally, unplanned maintenance or urgent patch deployments may be delayed, elevating vulnerability risks. This environment, riddled with communication gaps and reactionary measures, starkly contrasts with the proactive, synchronized landscape that operational emails foster.

When we view the world through the lens of operational email precision, IT teams become highly responsive. They can consistently maintain system uptime, and any glitches or potential breaches immediately activate real-time notifications, allowing for proactive issue resolution.
Operational emails beyond IT streamline diverse business functions. In a manufacturing ecosystem, operational emails ensure that every chain in the production process is interlinked seamlessly. Machinery alerts, inventory notifications, and workflow disruptions are all addressed immediately for uninterrupted production, optimum resource utilization, and prompt deliveries to market.

Similarly, in CRM, operational emails notify teams about lead activities, allowing for timely sales actions. Within ERP systems, they alert teams of supply chain shifts, ensuring agility. For HR, they circulate policy updates and meeting reminders, bolstering workforce alignment. And in facilities management, they signal everything from HVAC issues to room bookings, maintaining seamless operations.

The pivotal role of these emails extends beyond mere notifications; they encapsulate the very essence of real-time business management connecting different departments, ensuring smooth information flow for quick decisions and actions.

Operational email touchpoints

Operational emails, whether in IT or traditional business operations, provide timely alerts, reminders, or updates, facilitating optimal performance and swift decision-making.

For IT teams, these notifications can be the difference between seamless operations and unexpected downtime. For traditional business functions, these emails ensure smooth workflow transitions, timely deliveries, and more.

While both domains might seem disparate, the underpinning need is the same: clear, timely, and actionable communication. Let's delve deeper into the touchpoints from which these operational emails emerge, spanning both IT and non-IT sectors:

IT touchpoints

Touchpoint	Departmental tool	Trigger and workflow	Function
Network monitoring	Network management system (NMS)	Automated response to unusual network activity	Alert on network disruptions
Security alert	Intrusion detection system (IDS)	Security systems detect potential threats	Immediate notification on security breaches
Help desk notification	IT service management (ITSM) tool	Ticket generation or change in status	Update on ticket progress
Application performance monitoring	Application performance management (APM) tool	Dips or spikes in application performance	Notify teams of performance issues
Patch/update alert	Update management software	New software patches or updates available	Inform about new updates
Backup failure	Backup and recovery software	Failure in scheduled backup procedures	Alert of unsuccessful backup
Server downtime alert	Data center infrastructure management (DCIM) tool	Server health check failure	Notify of server issues
Database error notification	Database management system (DBMS)	Database inconsistencies or failures	Notify of database issues
Login failures	Identity and access management (IAM) tool	Multiple unsuccessful login attempts	Alert administrators of unauthorized accesš
Infrastructure health check	Infrastructure monitoring tool	Periodic infrastructure checks detecting anomalies	Prompt review of infrastructure

Non-IT touchpoints

Touchpoint	Departmental tool	Trigger and workflow	Function
Order updates	E-commerce platform	Change in order status from placed to shipped	Update on order status
Account balance alerts	Core banking system	Account balance drops below a specified threshold	Prevent overdrafts
Appointment confirmations	Scheduling system	Booking of a new appointment or a change in schedule	Confirm appointments
Subscription renewals	Subscription management system	Subscription nearing end-of-term	Remind users to renew
Inventory notifications	Inventory management system	Inventory levels drop below a set threshold	Inform about restocking needs
Invoice alerts	Financial software	Generation of a new invoice or nearing payment deadline	Ensure timely payments
Shipping notifications	Supply chain management system	A package leaves the warehouse or arrives at its destination	Update on shipment status
Policy updates	HR management system (HRMS)	Changes made to company policies or terms	Inform of organizational changes
Employee onboarding	HR onboarding tool	New employee registration or onboarding milestones	Guide through the onboarding process
Maintenance reminders	Facility management system	Upcoming maintenance or inspections scheduled	Ensure regular upkeep

Configuration and integration

Operational emails are often triggered by a combination of events, data changes, or specific conditions that are detected by a system or application. The technical configuration and integration of email services with various tools follow a common pattern, although the specific implementation details can vary based on the tool or system and the email service provider (ESP) being used.

API (integration with help desk and an ESP)

Let’s look at a context of a firm using an IT service management tool like ManageEngine ServiceDesk Plus and walk through the process of integrating operational email alerts using API integration with an email service provider (ESP) like Zoho Mail or an email API platform like Mail360.

SMTP relay (integration between an APM Tool and an ESP)

SMTP relay setup ensures real-time transmission of critical performance insights from an APM tool like ManageEngine Site24x7 to the relevant stakeholders, channeled securely through the ESP's infrastructure.

Webhook configuration

In webhook-based setups, systems push data to predefined URLs when specific events happen. This requires configuring the URL endpoint and specifying which events should trigger the webhook.

Third-party integrations

Platforms like Zapier and Zoho Flow offer connectors to integrate tools without direct API or SMTP setup. Setting this up involves selecting the apps, specifying trigger events, and defining corresponding actions.

Operational email challenges

Operational emails, while they play a critical role in optimizing organizational operations, they also pose several unique challenges to the implementing teams. These challenges range from technical concerns, like scalability and integration, to human-centered issues like alert fatigue. Let’s look at the nature of these challenges, their potential implications, and possible solutions.

Nature of the challenge	Implications	Addressing the Issue
Volume and scalability	When an organization's operations scale up, the sheer volume of operational emails might exceed the ESP’s capabilities, leading to delayed or missed notifications.	It's essential to periodically assess the ESP's scalability capabilities. Leveraging cloud solutions can provide dynamic scalability, adjusting to varying email volumes without service disruptions.
Deliverability issues	Operational emails might mistakenly land in spam or junk folders. When pivotal alerts are sidelined, timely actions and decisions could be hindered.	Ensuring strict adherence to email sending best practices is pivotal. Using domain authentication protocols like SPF, DKIM, and DMARC can boost deliverability. Regular feedback loops with ESPs help monitor and address issues promptly.
Redundancy and overload	Constant repetitive notifications might lead to "alert fatigue". This diminishes the attention users give to these emails, potentially overlooking critical alerts.	̌Implementing a sophisticated alert management system can aid in clustering related alerts and suppressing non-urgent notifications. User-specific customization options can further refine the notification criteria, ensuring that only pertinent alerts are received.
̌Complex integrations	Integrating various departmental tools to send operational emails might be challenging, especially if the tools are from different vendors or are legacy systems. Inconsistencies in integrations can lead to missed or inaccurate operational alerts.	Streamlining internal tools and opting for integrated solutions, where possible, reduces complexity. Employing dedicated IT teams or consultants to oversee and manage integrations ensures the consistent flow and accuracy of operational emails.
Security and privacy	Internal operational emails may contain sensitive operational details or business-critical information. Unauthorized access or leaks can jeopardize the company's strategy, operations, or competitive standing.	Implementing strict access controls ensures that only relevant personnel receive certain operational emails. Additionally, using encryption for internal communications and continuous employee training on secure email practices can further safeguard content.
Compliance and regulation	In regulated industries, non-compliance with stipulated guidelines for operational emails can attract penalties and tarnish the organization's reputation.	Staying abreast of industry-specific regulations and periodic internal audits are key. Embedding compliance checks within the email dispatch system ensures each operational email aligns with regulatory standards.

Summing up

Operational emails aren’t just about communication; they're about optimization. While they inherently serve to notify, their larger purpose is to refine, streamline, and enhance enterprise workflows. For implementation teams, this means viewing operational emails not just as messages, but as catalysts for organizational efficiency, an opportunity to optimize a facet of the enterprise. By focusing on the transformative potential of these emails and understanding their pivotal role, teams can ensure that their systems perform at their peak.

This article is co-authored by Sandeep Kotla and Vignesh S.

Sandeep is an accomplished inbound marketer at Zoho Corporation, specializing in digital workplace strategies, digital transformation initiatives, and enhancing employee experiences. Previously, he handled analyst relations and corporate marketing for Manage Engine (a division of Zoho Corp.) and its suite of IT management products. He currently spends most of his time re-imagining and writing about how work gets done in large organizations, reading numerous newsletters, and Marie Kondo-ing his inbox.

Vignesh works as a Marketing Analyst at Zoho Corporation, specializing in content initiatives and digital workplace strategies. He's a passionate creator with a penchant for marketing and growth. In his free time, you can see him shuffling between books, movies, music, sports, and traveling, not necessarily in the same order.