Global funds network Calastone has implemented the Opsmatix SaaS platform to process increasing business and email volumes into Calastone’s Operations Team.
Currently, Calastone supports some 2,500 clients in 44 countries and territories and processes over GBP200 billion of investment value every month. Opsmatix was selected following a rigorous proof of concept that demonstrated the system’s unrivalled automation capabilities in terms of categorising and understanding the intent of incoming client queries. The new system will enable the firm to scale its client handling capability as the firm grows whilst continuing to improve the client experience. This new approach reduces manual interaction on time-consuming tasks allowing them to focus on more productive activities.
“We pride ourselves on providing a world-class support service to our clients and look to how we can leverage the best technologies to drive continuous improvement,” says Mike Davies, Calastone’s Global Head of Operations. Opsmatix allows us to streamline the workflow management within the team enabling greater operational leverage and ultimately enhancing the overall client experience. Crucially we gain a much-improved system to manage workflow, together with an elegant case management user interface which enables us to categorise, escalate and manage any production issues in a more rigorous manner.”
Justin Forrest, CEO at Opsmatix, says: “We are delighted to be working and partnering with a customer of the calibre of Calastone. This relationship demonstrates Opsmatix’s capabilities and validates the many benefits the solution will deliver to the financial services sector and cross-industry. AI has come of age and is now a business imperative for all corporate operational functions using omnichannel communications involving unstructured data. Our goal is to be at the forefront of technology innovation and corporate advancement, and we are confident that Opsmatix has a pivotal part to play.”
