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Case study · Global fund data and technology provider
Request triage and fulfilment cut from 6 weeks to 4 days for a global fund data provider
6 weeks to 4 days
Time to triage and fulfil a request
Summary
Summary
A global fund data and technology provider received client requests by email, and each one had to be read, triaged and costed by hand before work could start. AlbaNova built AI and automation into the triage and fulfilment process. The time to triage and fulfil a request fell from 6 weeks to 4 days.
The problem
Where the time was going.
Client requests arrived by email in large volumes and in every shape: some simple, some complex, many missing information. Before anyone could start on one, a skilled person had to read it, work out what was being asked, decide who should handle it and estimate the cost.
That triage step became the bottleneck. Requests queued for weeks, the people best placed to fulfil them spent their time sorting the inbox, and clients waited around 6 weeks from asking to receiving.
Before and after
The same job, drawn to scale.
Before
6 weeks
- 01Request waits in a shared inbox
- 02Someone reads it and works out what's needed
- 03Cost estimated by hand
- 04Passed to the right team
- 05Fulfilled manually
After
4 days
- 01AI reads and classifies the request on arrival
- 02Details extracted and cost estimated automatically
- 03Routed to the right workflow
- 04Standard requests fulfilled automatically
- 05Exceptions go to a person with full context
What we did
The approach.
We built AI and automation directly into the triage and fulfilment process. AI reads each incoming email, classifies the request, extracts the details and estimates the cost, so nobody has to triage or cost each email by hand.
Standard requests then flow into automated fulfilment workflows. Anything unusual, ambiguous or high-value is routed to the right person with the context already pulled together, so the team spends its time on the work that needs judgement.
What we built
The moving parts.
AI email triage
Every request read, classified and routed as it arrives.
Automatic costing
Each request costed from its extracted details, without manual estimation.
Automated fulfilment
Standard requests fulfilled through defined workflows end to end.
Exception handling
Unusual requests sent to the right person with full context.
Systems you keep
- Shared email inbox
- AI classification and extraction
- Workflow automation
- Internal fulfilment systems
The layer we build
What AlbaNova built
- AI email triage
- Automatic costing
- Automated fulfilment
- Exception handling
What changes
- Time to triage and fulfil a request
- Emails triaged and costed by hand
- Where the team now spends its time
Results
What changed.
- Time to triage and fulfil a request
6 wks to 4 days
Time to triage and fulfil a request
- Emails triaged and costed by hand
None
Emails triaged and costed by hand
- Where the team now spends its time
Exceptions only
Where the team now spends its time
Requests that used to take around 6 weeks from arrival to fulfilment now take about 4 days. Nobody triages or costs emails by hand any more, and the team's time goes on the requests that genuinely need an expert.
Related
What we automated
Industry
US private equity and real estate investment group
70–90%
Estimated reduction in hands-on research time
AI deal research and outreach, end to end
Research & outreach
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