UC- Automating Customer Detail Extraction and CRM Update via RPA

Description:

This use case describes how Robotic Process Automation (RPA) is used to automatically extract customer details from incoming emails and update them in a CRM system. When a new email arrives in a designated Office 365 Outlook inbox, the RPA workflow parses key details such as the customer's Name, Email, and Phone Number from the message body. It then either creates a new Contact/Lead or updates an existing record in Salesforce CRM, ensuring accurate and timely data capture for future engagement.

Actors:

• Primary Actor: RPA Bot (Power Automate Flow)

• Supporting Systems:

  • Microsoft Outlook (Office 365)

  • Salesforce CRM

• Human Users (Indirect):

  • Sales Representatives

  • Customer Service Agents

  • Marketing Team

Preconditions:

• Office 365 Outlook inbox is configured and accessible.

• Salesforce CRM account is active with permissions to create/update Contacts or Leads.

• Power Automate account is set up with access to both Outlook and Salesforce connectors.

• Email templates or structure follow a predictable format for parsing customer details.

• Authentication between services (Outlook, Power Automate, Salesforce) is configured.

Flow of Events:

1. Trigger: A new email is received in the Office 365 Outlook inbox.

2. Bot Action: Power Automate flow is triggered automatically.

3. Email Parsing:

   • Extract sender name, email address, and phone number from the email body.

   • (Optional) Use AI builder for entity recognition if email format is unstructured.

4. CRM Lookup: Check if a Contact or Lead already exists in Salesforce using the email address.

5. Update/Create Logic:

   • If found, update the existing Contact/Lead with any new details.

   • If not found, create a new Lead or Contact entry in Salesforce.

6. Logging: Record the transaction in a log (e.g., Excel/SharePoint list or internal Salesforce field).

7. (Optional) Notification: Send a Teams/email notification to the sales team for each update.

Postconditions:

• Customer details are correctly stored or updated in Salesforce CRM.

• No manual effort was required for data entry.

• A transaction log is maintained for audit or tracking.

• Sales and customer service teams have real-time visibility of new leads.

Benefits:

• Saves time and reduces human error in data entry.

• Ensures Salesforce is always updated with latest customer data.

• Enables faster lead engagement and customer follow-up.

• Allows sales teams to focus on relationship-building instead of data processing.

• Enhances operational efficiency using existing Microsoft ecosystem.

Tools & Technology Used:

• Microsoft Outlook - Source of incoming emails

• Office 365 Account - Secure access to Outlook and Power Automate

• Power Automate - RPA platform to automate the end-to-end workflow

• Salesforce CRM - Destination system for customer data

• (Optional) AI Builder - Used for unstructured email parsing

• SharePoint / Excel / Teams - Used for notifications or logs