Client interview — Change Leader

Our ongoing series of interviews with hands-on users of the Taskize platform continues…  This time, we talk to Client Service Change Leader, Marcin Gałęziowski.  Based at Euroclear’s offices in Krakow, Poland, Marcin talks us through how Taskize improves query resolution time, and the quantifiable difference the platform makes to client satisfaction.  Watch the two-minute video above, or read on for the full Q&A.

How long you’ve been with Euroclear, and how long have you been using the Taskize platform?

I have been at Euroclear for close to seven years. First as a team member in various client service teams, then a team leader, and now more in a project analyst role.  I’ve been using Taskize for almost my entire time in Euroclear, and  in a number of capacities.  Firstly, to speak with clients, to pass on updates, and to communicate quickly.  Then, as a team manager to manage query volumes, and also  to manage the capacity of my team.  And now, as an analyst, to get insights to run reports, and generate statistics on the different queries that we receive.

How would you describe the benefits of the Taskize platform?

I find the Taskize platform to be a much more efficient and a much more instant communication platform than email in terms of written communication.  Because it has a lot of efficiencies that email doesn’t have:

• Taskize is instant
• It allows you to see the status of the issue, and the status of the person on the other side
• You can add people as you need; you can request different functions
• You don’t have to remember email addresses, like the names of the inboxes, the names of individual people: you just request the company the function

What advice would you give to a new user of Taskize?  Someone that’s never used the platform before…

I would say try it and try all the functionalities.  Not just the basics, like creating a Taskize Bubble, receiving them, and sending and receiving messages.  But also the attributes to make your query faster for the other person to understand.  Request participation, run the reports… try all of it!

What differences in resolution time have you seen when using Taskize?

The resolution times are much faster on Taskize compared to email.  Statistically we see a vast, vast majority of Bubbles are closed within 24 hours of opening, which you don’t see on email.  The first acknowledgement, the first, “hello, let me check” is instantaneous. In a couple of minutes, you have somebody attending to your query.  Which is just not the case with email where you just have to wait until someone picks it up and replies.

Client satisfaction…. What differences in client satisfaction have you seen?

We observe a massive improvement on client satisfaction, evidenced mostly by the increase in volumes that we get on Taskize compared to other communication channels.  And I think the reason behind this is the instant feedback that clients get from us on the platform.  As well as the scalability – you can create templates which, if you’re submitting a similar query many, many times during the day, you can quickly reuse – the simplicity of use, and the look and feel of the platform.

How would you describe the Taskize Bubble feature?  How quick and easy was it to start using Bubbles to collaborate with counterparties?

A Taskize Bubble is essentially a conversation.  So within a conversation you have two or more parties that are participating.  They share information, they share messages, they can share files or other types of rich content.  Which is not so easy over the phone, for instance.  We’ve mostly been on the receiving end of Bubbles because we communicate with our clients, but our experience and that of our clients has been very good.  We find it efficient and fast.

How do you personally use the platform’s Smart Directory feature and what value does it add to your work?

What I like about the Smart Directory is the strong logic behind all the things that you normally need to set up in your Outlook, inboxes, the rules…  All of that that’s embedded in Taskize.  So you just set up your organization with a number of predefined functions.  You can set up priority rules based on the counterparty or the client.  It does the work for you without you having to fully understand it or set it up.  So I’ve been using it mostly as a team leader to be able to align the priorities of my team: which clients and which topics need the most urgent attention.

Another feature we wanted to ask your opinion of is the Bubble Blotter.  How are you and your team using it?

The Bubble blotter is essentially a list of the workload that me and my team have to perform.  It’s very useful because it’s not just a list of cases or issues, instead it has all the parameters next to them: who is the client, what is the market, what is the event type, what is the deadline, the priority, and so on.  It helps me decide where my or my team’s attention is needed.

As a client service change leader, what is the value of the Taskize platform’s MI Reporting?

The MI reporting of Taskize is very strong, robust, and versatile.  A lot of goals can be achieved.  What I like about its dashboards is that you can very quickly filter on the specific parameters you need.  There are a couple of angles from which you can observe and analyze your volumes, and if you need to do some bespoke analysis, check pivot table, there’s a very easy export functionality allowing you to take it into Excel and run some extra stuff there.

How would you describe the end user experience, for yourself and those using the platform in your team?

My general user experience has been excellent with Taskize.  I find that it combines the best of both worlds in terms of instant communication, but with the business element next to it.  So you can quickly solve a problem without worrying about the bureaucracy – the formality, the “hi” greeting, the signature, all of those things – while still having next to it the business layer – the routings, Smart Directory – all the other things that help you manage your business and your workload efficiently.

In conclusion?  Taskize is just much, much more pleasant in terms of sending receiving messages than email.  It’s similar to the chats and instant messaging applications I use in my personal life, but it’s very robust. I t has functionalities that I need for business.  It allows me to run the reports and analytics and all the other functionalities I need.

Compared to email specifically, I find Taskize has a couple of advantages.  One of them being issue states: you can mark your query as ‘in progress’ or ‘pending’, and that already indicates to you is there action being taken already or if there’s something in the background that needs to happen.  You also have the state of the user, so you see on the other side and on your side as well, if the person is available or not.  Which you typically don’t have on email when speaking with external companies.