Case Studies

(client names omitted for confidentiality)

Clearing Client

The Client is a leading multi-asset class clearing organisation.

Challenges

The Client handled very high volumes of issues with their counterparties, with only two main channels for resolution – phone and email. The phone meant that operations staff could spend more than 20 minutes on hold each call. Email served its purpose but had limitations, particularly with group inboxes providing very little visibility of ownership.

Solution

Initially, after multiple discussions with their CSD, the Client joined Taskize as the CSD’s Sponsored Client. This allowed them to utilise the platform to manage issues with their Sponsor (the CSD) free of charge, but not for general use.

Through the use of Taskize, the Client experienced significant improvements in the issue resolution process between the CSD and themselves. With their first-hand experience of the platform’s value, the Client elected to not only upgrade to a full-scale paying membership, but to start sponsoring their own client base.

As the Client was already on the platform, transitioning to the upgraded membership was a straightforward process, even with some additional security and legal queries that needed to be addressed.

Adopting Taskize

Our Customer Success and Sales teams worked alongside the Client from the first initial conversations and all throughout the signing and onboarding stages. As well as ensuring that the implementation of Taskize was straightforward, Taskize built a sandbox for the Client’s specific needs, allowing them to fully test and get comfortable with the wide range of features now available to them.

To teach the users how to use Taskize, a ‘train the trainer’ model was used, taking only 30 minutes. Taskize also provided on-site sessions, and more in-depth demos for management – even training a second entity in their native language. As the Client adapted and became more familiar with using Taskize, they experienced a steady increase in their response and resolution times, with this increase expected to continue.

Result

Going direct allowed the Client to open up the platform and tailor it to their organisation’s unique workflows and processes. The new setup increased their usability of the Taskize network and allows them to get the most out of the platform.

“We’ve got real time interaction. The benefit of it is not having to wait around for emails, [our members] have a person at the other end who is a dedicated individual for the team [they] want to speak to. [They] can be rest assured that whoever is at the other end of the Bubble will be someone who should understand exactly what [they] are after. The response times are a lot quicker when we’ve got a real-time response system going.”

Client operations executive

71%

of requests are responded to within 5-minutes

65 users
& 6 teams

initially on-boarded with more to follow

52%

of issues resolved within the 4 hour SLA

Taskize also has an on-going project to implement Client specific requirements which will allow the Client to move 100% of their operational workflows into Taskize and away from email and phone. Taskize maintains regular contact with the Client, which allows Taskize to respond to feedback promptly, make necessary alterations to their requirements, and keep them up to date on any upgrades to the overall platform.

To find out more about how Taskize can help you make work flow, contact sales@taskize.com to arrange a call and demo.


Custodian

The client is a leading Global Custodian based in the United States.

Challenges

The Client had extremely high volumes of back office operational issues every day. This led to backlogs of hundreds of emails, and statistics showed that employees could spend 30 minutes on hold before speaking to a counterparty. Inefficiencies were even more pronounced for complex queries, particularly when the Client was dealing with an out-sourced workflow model (where the Client managed issues ‘on behalf of’ a buy-side client (OBO Client)).

Solution

First, the Client joined Taskize free-of-charge as a Sponsored Client of its CSD. This meant that the Client could use Taskize to specifically interact with its CSD, vastly cutting down the amount of email and phone traffic between them.

Within a year of using Taskize for operations issues with its CSD, the Client reached out Taskize to discuss upgrading its account to support its outsourced workflow model. After conversations with both the Client and the OBO Client, it was agreed that both would become direct paying clients on the platform, and then Taskize would connect the necessary parties.

Image

Adopting Taskize

Taskize has allowed the Client to liaise with multiple counterparties – simultaneously if necessary – to manage and resolve its often-complex operational issues in a more cost effective and efficient manner.

Initially, the Client started with 9 users in one function (settlements). Once the team was using Taskize multiple times a day as a vital part of their BAU processes, the Client expanded the use of Taskize throughout the whole of operations in 3 of its entities. The Client now also consistently uses Taskize to manage its workflows with its OBO Client following the upgrade to direct membership.

To support, Taskize organised live demos and training sessions between the Client and the OBO Client to highlight how Taskize could improve the outsourced workflow process. Taskize also met key decision makers from both sides to walk them through the onboarding process and answer any questions. A bespoke, joint sandbox between the Client and OBO Client was also set up to allow both to adapt to the new workflows.

Result

By partnering with the Client throughout the transition process, Taskize was able to confirm that the wider range of features fitted their organisational needs. After starting with a small group of pilot users, Taskize has now been fully adopted as a standardised process for resolving back office operations issues.

100%

all dividend issues are resolved in Taskize

58%

queries responded to in less than a minute

50%

issues resolved in less than 24 hours

214

users across 11 functions* and 3 entities

*Functions: Corporate Actions, Income, Tax, Settlements, Middle Office, Account Management, Fees, Treasury, IT Support, Broker Relations, Pre-Matching, Trading.

Becoming a full member of Taskize has also meant that the Client can now access detailed reports that help streamline client servicing, improve service levels and reduce costs.

To hear more about how Taskize can Make Work Flow for your organisation, please email sales@taskize.com to arrange a call and demo.


Sell Side Bank

The Client is a Tier 1 US bank.

Challenges

The Client had a high volume of enquiries being sent to its CSD each day during the post-trade process. The process of resolving breaks in STP involved working closely with its CSD using email, phone, and the CSD’s portal, and required information to leave its controlled internal workflow system.  Phone tied up operations staff (with valuable time being lost ‘on-hold’) and email was difficult to manage and prioritise. The result was an inefficient end-to-end process.

Solution

During an account review, the CSD informed the Client that it had adopted Taskize to replace phone and email to resolve operational issues, and could sponsor its clients onto their network at no cost. The Client chose to proceed.

As Taskize is a cloud service, the Client needed to initiate its vendor management and network security process, even as a sponsored client. On balance, the Client decided this a worthwhile investment, given the long term value Taskize could bring to its operations (if the initial CSD use case proved successful). Throughout the process Taskize were quick to respond to all legal enquires, security questionnaires, and other queries. The formalities were completed quickly as the bank considered whether or not to adopt Taskize strategically, while progressing the necessary procedures required to adopt technologies within its ecosystem.

Once multiple divisions were consulted, the Client went forward with adopting Taskize.

Adopting Taskize

Onboarding involved multiple readiness meetings between the Client and the CSD. The Client would start with a pilot group of 25 users spread across 5 functions (Settlements, Income, Tax, Corporate Actions and Collateral Management). For regulated users, feeds were configured to ensure the necessary data was sent to the Client’s regulatory systems.

Taskize worked closely with the Client throughout the entire process, from initial conversations with our Sales team, to building a bespoke sandbox for testing and proof of concept, to ‘go-live’. The Client has since collaborated with our Customer Success team on further key projects, such as custom-built system integrations.

The findings from the pilot groups two-month evaluation period supported rolling Taskize out to a further 150 users.

Result

Based on the success of the pilot, the Client instructed Taskize to integrate the Taskize platform directly to its internal workflow system, to facilitate large-scale use across the bank with multiple parties. While this is ongoing, the Client expanded its use of Taskize to include a (current) 180+ users across 3 of its entities.

By using Taskize the overall efficiency of its operations staff has improved across the board. One Settlements user said that he was able to resolve two separate issues on Taskize in the same amount of time that he would usually be waiting on hold on the phone. Other key results include:

50%

issues raised resolved within 24 hours

70%

issues responded to within 5 minutes

Results consistently improve as more and more users transition to Taskize. At present, the Client’s use of Taskize within Settlements, Collateral, Corporate Actions, Tax, and Income is 82% higher than email.

To find out more about how Taskize can help you make work flow, contact sales@taskize.com to arrange a call and demo.