BLOG: Market Operations Case Study
Throughout my career, I have consistently witnessed the overwhelming, time-consuming, efficiency-draining issues of teams trying to manage high volumes of emails. Many organisations grapple with a constant influx of messages, making it difficult to prioritise and resolve customer queries efficiently. That’s why I joined Inbotiqa.
Our innovative email management tool, YUDOmail, is designed to address these inbox challenges – and so it does, plus a whole lot more. I just created my first client case study and it’s a prime example of the number and scale of benefits the implementation of YUDOmail delivers as it transforms email management systems and improves teams’ communication and performance. Read on for the highlights of YUDOmail ‘s results in the Markets Operations division of a Tier 1 Investment Bank.
Massive Email Consolidation
By leveraging YUDOmail’s powerful email management capabilities, a staggering 2.8 million emails were consolidated into 900,000 cases. This impressive reduction greatly simplified their mailbox maintenance tasks and helped them focus on what truly matters, serving their customers better.
Enhanced Accountability and Ownership
Our full audit trail feature ensured that every action taken was logged and tracked, making it easy for the owner to follow the query through to completion. This increased sense of responsibility led to a more efficient and accountable work environment.
Customisable Priority & SLA Management
With YUDOmail’s flexible priority and SLA settings, users were able to prioritise queries effectively, ensuring that urgent and high-priority cases were addressed promptly. Customisability allowed the team to adapt their workflow to the unique needs of their organisation.
Significant Reduction in Monthly Emails
After analysing just one month’s worth of data, our client was able to cut almost 5,000 monthly emails sent to their teams. This dramatic decrease in email volume not only made their inboxes more manageable but also allowed team members to focus on more important tasks.
Enrichment and Auto-Closure of Cases
YUDOmail’s enrichment feature facilitated the auto-closure of 20% of cases, enabling users to concentrate on genuine queries and enhancing overall productivity. This feature saved valuable time for the team by automatically identifying and closing resolved or irrelevant cases.
Automatic Assignment of External Emails
The advanced email management system automatically assigned 70% of all external emails to an owner, significantly reducing manual intervention and ensuring that each query was handled by the appropriate team member.
Powerful Rule-Based Enrichment
Our client set up an impressive 15,000 rules within YUDOmail to enrich case data automatically with additional information such as type, client, priority, and SLA. This level of customisation allowed the team to have all relevant case information at their fingertips, making it easier to address and resolve customer queries quickly and efficiently.
YUDOmail’s transformative email management tool has proved an invaluable asset for our enterprise client. By harnessing all the features above, YUDOmail has helped them revolutionise their email management processes and significantly improve their team’s productivity. If your organisation would like to take control of its inboxes and unlock its full potential, drop me a line to schedule a demo.
