Old Mutual South Africa runs its email-based case management across dozens of business units on Kunye Cloud.
| At a glance | |
|---|---|
| 700+ | active mailboxes |
| 30+ | system tenants |
| 250+ | named service centres |
The challenge
Old Mutual South Africa operates its email-based case management across dozens of business units. The result: over 700 active mailboxes, spread across over 30 system tenants and over 250 named service centres, each with its own naming conventions built up over years of organic growth.
What we found: a multi-audience operation
The mailbox estate splits across four distinct audiences, each with its own tone, urgency and workflow expectations:
| Audience | Share of mailboxes |
|---|---|
| Corporate / scheme client and fund members | 31.2% |
| Retail customer | 26.2% |
| Internal (risk, finance and staff) | 24.2% |
| Intermediary (adviser / broker) | 10.9% |
| Unclear / needs review | 4.5% |
Almost 70% of every mailbox exists purely to keep an external relationship running smoothly, whether with a customer, a corporate client or an intermediary. The remainder keeps the internal machine turning.
What we found: an even split between front line and engine room
| Where the work sits | Share of mailboxes |
|---|---|
| Front office | 37.8% |
| Back office | 37.1% |
| Middle office (risk and control) | 13.1% |
| Unclear / other | 12.0% |
The takeaway
From a simple analysis we reconstructed a complete operational map of how this business’s email function works: who it serves, where the work sits, and what it’s for.
More than twenty distinct functions run through one flexible platform, from claims processing to AML screening to legal recovery. The versatility of Kunye Cloud is clearly illustrated.