Shared inbox · SLA tracking · built for SA teams
Turn your email black hole into your biggest asset
Kunye Cloud turns scattered team inboxes into one accountable queue — so nothing slips through, and nobody misses a service target again.
Trusted by teams in insurance, finance & logistics
Two halves of the same job
Own the enquiry. Prove the service.
Shared team inbox
Every enquiry gets an owner, a reference number the enquirer can quote, and a thread that stays together. Replies come back to the same person, and collision detection stops two agents answering at once.
SLA tracking & reporting
Set response and resolution targets per mailbox and watch them live, before a breach becomes a complaint. Queue status, agent productivity and performance against target export straight into a board pack.
25 years of proven successful outcomes
A quarter-century of shared inboxes — from single service desks to enterprise estates running hundreds of mailboxes across dozens of business units.
Active mailboxes
System tenants
Named service centres
Case study
One platform, four audiences, twenty‑plus functions
A leading South African financial services group runs email case management across dozens of business units. Working from mailbox and service-centre names alone, we mapped the whole estate — who each mailbox serves, where it sits, and what it does.
What was going to be a temporary solution ended up being our main workflow system.
Who the mailboxes serve
- Corporate scheme & fund members 31.2%
- Retail customers 28.5%
- Intermediaries — advisers & brokers 10.9%
- Internal — risk, finance & staff 24.2%
- Needs review 4.5%
Almost 70% exist to keep an external relationship running.
Where the work happens
- Front office 37.8%
- Back office 37.1%
- Middle office — risk & control 13.1%
- IT, enablement & support 2.1%
- Needs review 9.9%
An almost even split between front line and engine room.
Using email to handle enquiries? Here is what you are missing
Track, manage and stay on top of shared enquiries — from the first reply to the last, with the whole team accountable for the thread in between.
Volumes & audit trail
You do not know your enquiry volumes or have a paper trail
Nobody can say how much came in last month, who handled it, or what was promised. The only record lives in somebody's sent items.
Oversight
Team leaders have no oversight into service levels
Without a live view of what is open and ageing, a team leader is managing on anecdote — and only hears about a breach once it is a complaint.
Response times
Your response times are dropping and you are not even aware
Response times drift quietly. By the time the trend is visible in a monthly report, the damage to the relationship is already done.
Ownership
Emails are getting missed and you are losing customers
A shared mailbox has no memory. Threads sit unowned while someone is on leave, and the enquirer simply goes elsewhere.
How it works
From first reply to closed, without the guesswork
Four things happen to every enquiry that lands in a Kunye Cloud mailbox.
Mail keeps coming to claims@ or complaints@ exactly as it does today. Kunye Cloud groups the thread into one case, assigns a reference number, and routes it to an owner — by sender, by rota, or claimed from the queue.
Each mailbox carries its own response and resolution targets. The enquiry is measured against them from the moment it lands, and an expiry date means nothing can sit quietly past the date you promised the enquirer.
Approved templates for the questions you answer daily, internal notes that never reach the enquirer, and collision detection so two people never reply to the same thread. Replies return to the same owner automatically.
Queue status, productivity per agent, what enquirers actually asked about, and performance against target — each exportable and ready to put in front of a board, a client or a regulator.
Who is the software useful for?
No matter how your team is set up today, Kunye Cloud gives every enquiry an owner and a deadline.
Insurance services
Claims and policy queries arrive from brokers, members and attorneys at once, and every one of them carries a service promise. Kunye Cloud gives each enquiry a reference the enquirer can quote, routes it to the person who already knows the history, and holds the full trail for the day an ombud asks for it.
Under an hour First response, down from two days
Learn moreFinancial services
Fund administrators and advisory teams answer the same questions across dozens of mailboxes. Templates keep every reply consistent and approved, categorisation shows what clients are actually asking, and the SLA report is ready before the exco meeting rather than after it.
One view Every mailbox, in a single queue
Learn moreCall centres
When volume is the problem, the queue has to move itself. Pop surfaces the oldest, highest-priority enquiry so the team works genuine first-in-first-out, collision detection stops two agents replying to the same thread, and productivity reporting shows who is carrying what.
No duplicates Collision detection before you send
Learn moreEnterprise
Roll out one mailbox in a morning, then bring the rest across at your own pace. Single sign-on follows your existing joiners and leavers process, data stays in-region and encrypted, and the audit trail records who viewed, replied to or reassigned every enquiry.
SSO ready Your identity provider, no new passwords
Learn more
Secure & scalable
Your data is important. We have got it covered.
POPIA compliant
Built to comply with South African data protection legislation.
Data encryption
Every email is encrypted at rest and in transit.
Single sign-on
Integrate with your corporate identity system for centralised control.
Full audit trail
Track logins, and who viewed, replied to or changed an enquiry.
Trusted by the teams that live in their inbox
“I get one view of every mailbox before the exco meeting. That used to take me a morning.”
“I like the look and feel of the app. Creating new communication and the internal addresses for different departments are easily accessible.”
“It is quite user friendly, and I do enjoy some of the additions — having the ability to attach an email from the enquiry to a new email on the same enquiry.”
“What a user friendly interface, easy to navigate, similar look and feel to Outlook, so it is easier to use. The experience is overall better than with the desktop app.”
“Having Kunye Cloud is like having an upper hand in a conversation.”
“What was going to be a temporary solution ended up being our main workflow system.”
“Our first response went from two days to under an hour, and nobody worked longer to do it.”
“When activating the wizard, the nice thing is that the enquiry and your action screen are open at the same time.”
“Happy with the efficiency of client queries being responded to. Kunye Cloud has been a great app for our team.”
“Having a reference number with an entire email thread allows our team to easily find a customer question, in seconds.”
“Expiry dates changed the culture. Nothing sits for a week because somebody was on leave.”
Calculator
What is your email black hole costing you?
Estimate only. Assumes six minutes lost per enquiry to duplicate handling and searching, 260 working days, and a blended cost of R 320 per hour. Adjust the assumptions with us on a call.
Estimated annual cost
R 9.3M
That is roughly 45 hrs per person of team time a month spent working out who is dealing with what.
FAQ
Frequently asked questions
Kunye Cloud is a shared inbox and workflow tool (alternative to Gmail/Outlook shared mailbox) built for any team that lives in email — call centres, insurers, financial services or logistics operators. It gives every enquiry an owner, tracks it through to resolution, and measures your team's response times against the targets that matter to you.
Because a shared mailbox has no memory. Nobody owns a thread, nothing expires, and the only record of what was promised sits in somebody's sent items. Kunye Cloud gives you the owner, the deadline and the trail.
Operations and service leads in regulated industries — insurance, medical schemes, financial services and utilities — who have to prove to a board, a regulator or an ombud that nothing was dropped.
Yes. We run a 20-minute walkthrough against a workflow like your own — your mailboxes, your service targets, no slide deck. Tell us about your team and we will come back within one business day to book a time.
Yes. Kunye Cloud is built to comply with South African data protection legislation, with retention and access controls you configure for your own organisation.
Your data stays in-region, encrypted both at rest and in transit. We will confirm the exact data centre, retention period and access controls with your compliance team before you sign anything.
Every reply, reassignment and status change is written against the enquiry, along with who viewed it and when. The whole record exports on request.
Yes. Kunye Cloud integrates with your existing identity provider so access follows your own joiners and leavers process. No new passwords to manage.
Yes. Kunye Cloud has a SOC 2 Type I report, an independent audit confirming that its security controls are properly designed and in place. Request the full report through the Chouette Trust Center, or ask for it when you book a demo.
No. Enquirers carry on emailing claims@ or complaints@ and never see the difference. Your existing addresses keep working exactly as they are.
One mailbox can be live in a morning. Most teams start with a single queue, set their service targets, then bring the rest across over two or three weeks.
Yes. Kunye Cloud connects to Microsoft 365 and Google Workspace mailboxes, and can also receive mail by forwarding rule where IT prefers that.
Enquiry and SLA data is available by export and API, so your existing dashboards can read from the same numbers your team leaders see.
Per user, per month, with the mailbox count included. We quote once we know how many people work the inbox and how many addresses you run.
Monthly and annual terms are both available. Annual carries a discount; monthly gives you the freedom to stop.
Setting up your first mailbox, service targets and users is included. Larger migrations are quoted up front, never billed by surprise.
Yes. After the walkthrough we set up a trial mailbox so your team can run real enquiries through Kunye Cloud before committing — no charge and no minimum term to start.
News and insights
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Logistics: when shipment queries become your busiest inbox
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Insurance: how claims and policy emails slip through the cracks
Claims, broker queries and policy requests all arrive by email. Here’s how insurers can track them as managed work instead of loose messages.
5 complaints management KPIs every business should track
Complaints management KPIs show if your process works. Track these five: first response, resolution time, reopen rate, root causes and escalations.
The hidden risks of running complaints from a shared inbox
Shared inbox risks for complaints: no ownership, no audit trail, no deadlines, lost knowledge and no reporting. Here is what to use instead.
Complaints management in financial services: what regulators expect
For insurers, funds and advisers, complaints are a compliance matter as well as a service one. Here’s what good complaints management looks like and how to prove it.
How to handle customer complaints: a 5-step process
A simple five-step process for handling customer complaints: log, acknowledge, assign, resolve and learn. Includes common mistakes and a checklist.
See Kunye Cloud running against your own workflow
Twenty minutes, your mailboxes, your service targets. No slide deck.