The Market Operations divisions of a Tier 1 Investment Bank faced continuous difficulties in managing the large volume of emails in their group mailboxes. This resulted in an inefficient process where the team spent excessive time organising emails and assigning ownership to queries. Consequently, the bank struggled with resource allocation and overall operational efficiency, affecting their ability to handle tasks and meet deadlines. Moreover, this inefficiency led to the risk of missing critical emails or not prioritising important, time-sensitive queries, which could have severe repercussions on their business operations. 

They sought a solution that could consolidate and structure their emails to help them manage and track actions effectively and improve workflow to create a more efficient work environment. The integration of Inbotiqa’s YUDOmail email and workflow tool with their existing email platform had a dramatic effect in achieving these goals and delivered numerous wider benefits.

Leveraging YUDOmail’s email management capabilities, 2.8 million monthly emails were consolidated into 900,000 cases. Powerful data and analytics also brought about a dramatic decrease in email volumes. After analysing just one month’s worth of data in the customised management dashboard, the client was able to eliminate almost 5,000 monthly emails sent to their teams. These insights, that are inaccessible in traditional email platforms, made inboxes even more manageable and enabled team members to focus on the most important tasks.  

The enrichment feature facilitated the auto-closure of 20% of cases, enabling users to concentrate on genuine queries and enhancing overall productivity. The advanced email management system automatically assigned 70% of all external emails to an owner. This reduced manual interventions, generated significant time savings, and ensured that each query was handled by the appropriate team member. 

The full audit trail feature guaranteed that every action taken was logged and tracked, increasing accountability while making it easy for case owners to follow the queries through to completion. Flexible priority and SLA settings meant users were able to prioritise queries effectively, ensuring that urgent and high-priority cases were addressed promptly. This customisability allowed the team to adapt their workflow to the unique needs of their organisation. 

YUDOmail’s in-built rules capability saw the client set up 15,000 rules to automatically enrich case data with additional information such as type, client, priority, and SLA. This level of customisation provided the team with all relevant case information at their fingertips, making it easier to address and resolve customer queries quickly and efficiently.