Clients discuss… Intelligent query routing using Taskize’s Smart Directory

In the latest instalment of our ‘Clients Discuss…’ series, we had the pleasure of speaking with four Taskize users about our platform’s Smart Directory feature – the underlying algorithm we use to route queries to the most relevant person at a counterparty organisation.  

Instead of dealing with quickly-outdated email distribution lists or manually allocating queries, Smart Directory automatically identifies the most suitable person or team to handle each issue based on availability and experience, significantly reducing friction in the operational process.  

Here’s what our users had to say about the impact of the Smart Directory on their daily operations:  

Diederik Geeraerts – Global Head of Client Service, Euroclear 

“When I speak to my teams about Taskize, and I ask them – ‘What do you really like when you use Taskize?’ – very often they say they really appreciate the Smart Directory. Why? Because when a colleague is ill, absent, or out to lunch, they know with confidence that the workload will be dispatched to someone who is available to take it. This ensures that our clients consistently receive the same level of service, regardless of the time of day.” 

Marcin Gałęziowski – Client Service Change Leader, Euroclear 

“What I like about the Smart Directory is the strong logic behind it, which handles all the things you’d normally need to set up manually in your Outlook inboxes, such as rules and filters.”  

“With Taskize, you just set up your organisation with predefined functions and priority rules based on the counterparty or client. The system takes care of the rest, aligning team priorities without requiring a deep understanding or manual setup. As a team leader, this feature has been invaluable for ensuring that urgent client needs are addressed promptly.” 

Joanna Burkiewicz – Client Services Lead, Euroclear 

“I use the Smart Directory most often to reassign Bubbles to another team. If a client has a question that falls outside my expertise, I can easily transfer it to the right team using the Smart Directory. What I particularly like is how intuitive it is—just start typing, and the system suggests the next steps. It even suggests sub-teams if needed, making it incredibly easy to ensure that the query reaches the right people.” 

Karolina Ryś – Customer Service Team Manager, Euroclear 

“The Smart Directory has made my day-to-day tasks much faster and easier. In the past, dealing with internal systems meant remembering different queues and manually assigning tasks, which could be cumbersome.”  

“With Taskize, I simply choose from a list, and with just three clicks, the Bubble is transferred to the correct team. If I need to involve someone from another team, it’s just as simple. There’s no need to consult organisational charts or ask around—Taskize handles it all seamlessly.” 

Overall, by automating and simplifying the process of routing queries and reallocating tasks, the Smart Directory empowers teams to focus on what really matters – delivering exceptional service to their clients. The feedback from our users highlights how Taskize continues to make a tangible difference in the day-to-day operations of leading financial institutions.