52 requests since 8:00
| Routine | 29answers drafted for approval |
|---|---|
| Routed | 16with the client's history |
| Waiting on the client | 5 |
| Urgent | 2a tax notice and a same-day certificate |
Counts only. A person acts on every line.
EXAMPLE 3 OF 4 · CUSTOMER SERVICE
Have you ever had a client chase you twice for a two-minute job?
It sat in the shared inbox behind 40 others. By the time someone opened it, the client had phoned.
Who it fits
- Clients email 1 shared inbox all day.
- Most requests are routine, yet each one interrupts someone.
- Clients repeat their story at every handoff.
When we'd say skip it
If the inbox gets 5 requests a day, 1 person handles it well. If every request needs expert judgment, a person should read each one first.
Service breaks in the queue.
- Request in
- Read
- Sorted
- Routed
- Answered
- Logged
Requests arrive in waves, when clients are least patient. The wrong person gets one, and the clock restarts.
Context is gathered again at every handoff. The 2-minute jobs wait behind the 2-hour ones.
In an insurance agency, it's the certificate a contractor needs before noon. In wealth management, it's an address change or a distribution request. In an accounting practice, it's a client forwarding a tax notice in a panic.
We'd build a first-response desk.
It reads each client email on arrival, drafts the routine answers and routes the rest.
What changes
- Every request read and sorted within minutes of landing.
- Routine requests arrive with a drafted answer to approve.
- Harder ones reach the right person, history attached.
- Urgent items, like a notice with a deadline, go to the top.
What it's worth, in your numbers
Count the client emails your team handles each week. Mark the routine ones.
Multiply by the minutes each takes, start to finish. Multiply by your team's hourly cost.
How it works, line by line
Open the full run
What it reads
Your shared inbox, your client system, and your own procedures and templates. It runs whenever a client email lands. Every source gets checked with you in the first conversation.
The 6 steps
- Reads each request and finds the client.
- Sorts it: routine, expert or urgent.
- Drafts routine answers from your procedures.
- Pulls the client's history for the rest.
- Routes each to an owner with a 3-line summary.
- Logs the request and its outcome on the client record.
Who signs off
Your team sends every reply. Nothing reaches a client unread by a person.
What it never does
It never gives coverage, tax or investment advice. It never moves money or changes an account.
What we'd need from you
Access to the shared inbox and client system. Your procedures for routine requests. 100 past requests with their answers.
It usually comes with
- Document chase: the papers clients owe you arrive on time.
- Renewals: unhappy clients are spotted months before the date.
- Client onboarding: new clients get fast answers from week 1.
You become the firm clients describe as always on it.
Clients hear back in minutes, and nobody chases a 2-minute job.
Yours won't look exactly like this. A first conversation is where we work out what it should look like.
One hour. Zero access. Your whole list.
The first conversation is free, runs about 60 minutes and needs nothing from your systems.
A person replies, usually within 1 working day.