We’ve spent years supporting organisations with back-office optimisation, digital workflow solutions, and intelligent automation. One recurring pain point across sectors, from financial services to local government, is email overload.
What should be a communication asset has become an operational liability. Every day, inboxes are flooded with critical messages: customer complaints, requests, updates, documents. Teams are left managing it all manually. There’s no traceability, no smart prioritisation, and no room to focus on meaningful work.
We’ve been there with our clients, and that’s why we built the OPX Email Gateway.
Is Manual Email Processing Holding You Back?
When service is your mission, missing a message can feel like letting someone down. But when you’re dealing with hundreds (or thousands) of emails daily, manual handling quickly becomes unsustainable.
Your staff is overwhelmed. Your managers can’t track workloads. And your customers are left in the dark. It’s not just inefficient. It’s disheartening.
According to TechTarget, poor email management contributes directly to employee burnout and customer dissatisfaction, especially in service-heavy environments.
The repercussions of inefficient email handling are far-reaching. In the healthcare sector, a delay in processing a referral email can cause missed appointments and long wait times. In finance, it can mean a breach of SLA and regulatory scrutiny. And in housing, it’s often a tenant without resolution.
Smarter Inboxes
OPX Email Gateway doesn’t just integrate email into your workflow. It transforms it.
Our intelligent engine continuously monitors shared mailboxes, automatically classifies messages based on content, and routes them to the right workflow. It understands subject lines, body text, and attachments. No more manual triage. No more dropped cases.
Documents are extracted and filed securely, ensuring nothing slips through the cracks. The result? A smarter inbox that works with you, not against you.
A case in point: a UK housing association reported that their average email response time decreased by 45% after implementing OPX, leading to faster resolution of tenant issues and better performance against regulatory standards.
Another example comes from a financial services provider who used OPX to track and prioritise complaint escalations. With workflows that surfaced urgent queries to compliance teams instantly, they avoided costly delays and enhanced their audit-readiness.
Reclaim Time, Boost Focus, and Energise Teams
With OPX, communication becomes proactive. At defined points in a process, such as confirmation of receipt, information requests, or final resolutions, email updates are sent out automatically. Messages are templated, brand-consistent, and timely.
This reduces the volume of incoming queries and gives your team time back to focus on outcomes, not inboxes. As highlighted by McKinsey, when employees spend less time on repetitive admin, they deliver more meaningful outcomes.
Employees are increasingly seeking purpose-driven work. By removing the repetitive manual tasks, OPX allows your team to focus on what truly matters: solving problems, helping customers, and driving forward the organisation’s mission. It’s not just about productivity. It’s about giving people the space to do the work they care about.
Our clients have used this automation to reduce internal churn rates, citing happier teams and a more manageable daily workload.
From Chaos to Calm: The Human Benefit
Here’s what happens when email is embedded into your workflow:
- Staff feel relief from tedious admin.
- Managers get visibility over message volume and response progress.
- Customers stay informed, reducing complaints and follow-ups.
The result is better performance, better wellbeing, and better customer experience. One contact centre client told us: “It used to feel like we were firefighting all day. Now, we can actually plan and improve.”
A recent Gartner report reinforces this trend. Digital workplace initiatives that reduce redundant tasks improve employee wellbeing and retention.
Designed to Grow with You
Every interaction is logged, from email classification to workflow actions. This gives you a full audit trail and actionable insights. You can track performance, identify trends, and support your team with data, not assumptions.
And when message volumes rise, OPX scales effortlessly. No additional hires. No slowdown. Just sustained efficiency.
According to Forrester, businesses that adopt digital automation platforms report significant improvements in operational efficiency and customer satisfaction.
Technology That Supports Humans
At CMS, our mission is to humanise technology. We believe automation should support people, not replace them. That’s why OPX is designed to take the pressure off your team while improving service delivery.
The Email Gateway is just one of many OPX features that help organisations modernise operations without losing the human touch.
If you’re:
- drowning in customer emails
- struggling to meet SLAs
- or simply want to improve efficiency without burning out your team
then OPX can help.
Let’s Reclaim the Inbox Together
The future of digital operations isn’t more emails. It’s better email, automated, accountable, and integrated.
Let’s build a workplace where people can focus, breathe, and thrive.
Talk to us about what OPX can do for your operation.