Clearing Client was wasting too many hours waiting on hold

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

First, the Client joined Taskize 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 to direct membership to support its outsourced workflow model. After conversations with both the Client and their Client, it was agreed that both would become direct paying clients on the platform, and then Taskize would connect the necessary parties.

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 Business As Usual 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 Client following the upgrade to direct membership.
To support, Taskize organised live demos and training sessions between the Client and their 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 parties was 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.

“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.