A cement manufacturer

Internal email thread loops

Escalations

Email loops dropped from 10 to 4 and escalations fell 12%, cutting turnaround time and improving how the team handled employee complaints.

The result

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 approach

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 challenge

-12%

10 -> 4

Business Communication

Engineering and Manufacturing

IT teams cut internal email loops from 10 to 4, reducing escalations 12%