top of page
Business Communication
Engineering and Manufacturing
IT teams cut internal email loops from 10 to 4, reducing escalations 12%
10 -> 4
-12%
Internal email thread loops
Escalations
The challenge
Email threads routinely stretched to 10 loops across a 175-member IT workforce with no common standard for clarity, structure or escalation logic, leaving employees frustrated with tech support.
The approach
A 16-hour email-writing programme for each region delivered three hours of targeted practice, with every participant's emails monitored, corrected and benchmarked.
The result
Email loops dropped from 10 to 4 and escalations fell 12%, cutting turnaround time and improving how the team handled employee complaints.
A cement manufacturer
bottom of page