Client interview — Corporate Actions manager

In the latest in our interviews Taskize users, we sit down with Łukasz Góratowski, Corporate Actions & Income Service Manager at Euroclear to discover how query resolution is faster and more efficient using the Taskize platform, compared to email and phone.

 “Clients inform us that queries are replied much faster through Taskize than through email,” Łukasz reports, in fact, “the resolution (time) would be more similar to phone than to a standard email.”  Watch the two-minute video above, or read on for the full Q&A…

 Łukasz, hi!  How long have you been working for Euroclear, and how long have you been using the Taskize platform?

I’ve been in client service at Euroclear for more than seven years and am currently a service manager for Income and Corporate Actions.  I’ve been using the Taskize platform since the very beginning!  I have been using it to communicate with other teams on our side internally, and also to communicate externally with our clients.

How does Taskize augment the communication channels you use with your clients?  How does it compare to email, for example?

When I compare Taskize to email communication, I would say that it’s much faster.  When people open queries, written queries, they usually do not expect a quick turnaround.  This is something that you expect to take more time.  But with Taskize, it’s like a combination between phone and email because the turnaround (time) would be comparable to phone, but you can contact us through a written query.

What advice would you give to a prospective user of the Taskize platform?

I would definitely recommend trying it out first-hand, because only then will you be able to fully see in which areas it can be beneficial.  When you will open few Taskize Bubbles, you can then compare the timeliness of the responses between emails and between Taskize.  That’s the part where you can really see how beneficial it can be, and see the value.

What differences in resolution time have you seen when comparing Taskize to email, have you been able to quantify it?

My experience is that the resolution (time) would be more similar to phone than to a standard email that you send to open an inquiry.  When you open a written query, usually you would expect that this is something that’s going to take a long time for a reply – a longer time for a reply than when you contact us by phone – with Taskize this is something opposite. The reply is being sent almost immediately.

Let’s talk about client satisfaction…  What differences in client satisfaction have you seen when comparing the Taskize platform to your other comms channels?

When we receive feedback about the Bubbles that have been opened, clients inform us that the queries that they open with us are replied much faster through Taskize than through email. This is something that can be compared with phone, and this is something that they receive in writing.

Which particular features of the Taskize platform make a distinct difference to your working day?

Well, the Bubble Blotter gives you the possibility to organize your inquiries that you have on your side, to structure them properly, to see which ones are required to be replied, and also which one are the oldest.  So, my personal experience is that Bubble Blotter gives you the possibility to organize your workload better.  It shows you which query needs the reply now and which can be replied later on.

Also, the principle and feature of Taskize Bubbles in general, where you have all the information in one place, you see the full history of the conversation, what was being discussed, and so on…  The main advantage is that the messages that were sent over will not overlap. You’re going to see the history and even if something was brought up during the conversation, you can reply to it right away instead of sending another email with a separate information.  My opinion is that the platform is very intuitive.  

As we’re writing this Q&A, City AM reports on the National Audit Office (NAO)’s findings of compliance breaches at the Bank of England, which included emails being inadvertently sent to the wrong person.  This is simply not possible with the Taskize platform’s Smart Directory.  As Łukasz concludes:

It takes a matter of seconds to raise a Taskize Bubble – and to send it to the correct team.  It’s something really very simple: you just pick the correct team that you want to address your query to, and then it’s forwarded automatically.  For me, Taskize is very simple to operate: especially when all you have to is choose the correct department, team, counterparty that you would like to contact, write down your query, and just send it over.