Industry Use Cases

Client Services

As a Custody Securities user, I receive various client requests that require input from other departments. Efficient cross-functional communication and responsiveness to the client is extremely important.

Problem

  • When I need other teams’ input to resolve a client inquiry, there isn't transparency into how many teams I'm dependent on or how long they'll take to resolve their portion of the inquiry. 

  • I don't have insight into the lifecycle of a query and/or potential bottlenecks. 

  • Sometimes I need input from departments that only communicate on chat. 

  • These can all lead to client frustrations since they aren't receiving regular updates on the status of their queries.

Our Solution

  • We can now transfer ownership and track the age of an inquiry.

  • We can track and view inquiries that might lead to escalations and resolve issues on time.

  • Manual touchpoints are removed by enabling system automations such as assigning metadata and ownership.

  • I can communicate with another department via their preferred communication channel and link all these communications into a single Qwyn case.