Pharma enterprise customer (inbox automation): Pharma Inbox Automation on Microsoft 365 case study
Pharmacovigilance inbox automation for a global pharma company, built for a pharma enterprise customer. An enterprise Outlook mailbox is classified and routed into 60 folders by 268 rules, with an audit trail per email. About 2,244 emails processed, averaging 40 seconds from received to resolved. POC.
The Problem
A global pharma company's drug-safety team sorted a high-volume Outlook mailbox by hand, backed by a large set of native Outlook rules that people maintained themselves. Safety mail arrives from regulators, partners and safety systems, in several languages, and every message has to land in the right folder with a record of how it got there.
The Solution
Apex36 built the inbox automation as a dedicated tenant on the pharma enterprise customer's workflow platform. The mailbox connects through the company's own Azure AD app registration, so access stays under its control.
A versioned rules engine classifies each message: the first rules were rebuilt from the team's existing Outlook rules, and more were derived from observed traffic. Each message is moved and tagged, so automated filing is distinguishable from human filing. Mail that matches no rule goes to an Unrouted folder instead of being forced into the wrong one, and staff can correct any classification in place.
Features
268 rules, versioned
Rebuilt from the team's Outlook rules, then extended from real traffic.
60 destination folders
The team's own drug-safety folder structure.
Bring your own credentials
Connects through the company's Azure AD app registration.
Audit trail per email
The matched rule, rules version, run and a timeline, with human overrides recorded separately.
Unrouted, not forced
Unmatched mail is set aside for a person.
Correct in place
Staff fix a classification from the audit screen.
Results / Impact
as of 2026-07-29.
from received to resolved.
rolling average.
accuracy figures are not cited until they are reconciled.
FAQ
A versioned rules engine with 268 rules classifies each message and moves it to one of 60 folders. Mail that matches no rule goes to an Unrouted folder for a person to handle.
The mailbox connects through the company's own Azure AD app registration, so access is granted and revoked on its side.
Yes. Each email has an audit entry with the matched rule, the rules version, the run and a timeline, and human corrections are recorded separately from machine decisions.
It is a POC running against live enterprise mail.
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