CASE STUDY · AGENTIC WORKFLOW
CLIENT
PensionsRådgiverne
INDUSTRY
Pension advice
SYSTEMS
Outlook · HubSpot · AI classification
SYSTEM OVERVIEW
A closed loop for routine emails.
AUTOMATED
Routine emails are handled, logged and colour-marked before anyone opens the inbox.
Of messages had the admin done without a person
From arrival to done, against four to five minutes
System actions carried out per message
Of the agent’s decisions kept by the team
What happened to each email
1,348 · fully handled
447 with work done in HubSpot, 901 automatically moved away
738 · pre-sorted for the team
Customer found and email saved on the deal; a person decides the next step
403 · needs a person
The agent could not identify the customer, so it leaves the email to the team
"The AI agent has transformed how we manage our day-to-day operations"
Customer and Administration Manager at the client · August 2026
TESTIMONIAL
01 / 03
TIME SAVED
We estimated the time saved from two numbers we know: how long a person takes per message, and how many messages the agent did the admin for.
Four in five messages now arrive with the work already done. The team reads a decision, not an inbox.
A PERSON
Time per message
4–5 minutes
Available
Mon–Fri, 8 to 4
Hours a week
40
THE AGENT
Time per message
About 11 seconds
Available
Every day, all day
Hours a week
168
2,489
Messages handled in twelve weeks
84%
With the admin done by the agent
6,400
Actions carried out in the connected systems
0
Records linked to the wrong customer
Low end
Only the 1,348 messages closed with nobody involved, at 4–5 minutes each.
High end
All 2,086 messages where the agent found the customer, filed the email and created the task.
Not counted
The 403 messages left for a person, and the time a person still spends deciding on yellow ones.
This is an estimate, not a timed measurement. Early in the rollout, the client counted about 11 hours saved at the 1,000-task mark.
THE CHALLENGE
BEFORE · MANUAL
One person reads it
Find the deal by customer number. Work out what the email means. Create the follow-up task. Move the deal stage. Save the email on the record.
Slow, repetitive, and dependent on one person.
AFTER · THE AGENT
The team only handles judgement
Customer found. Task created in the right queue. Deal stage moved. Email saved on the record. Message colour-marked in Outlook.
The team only handles judgement.
Inbox rules could not solve this. The subject often says little, and the right action depends on reading the body and checking the deal in HubSpot.
THE SOLUTION
01
Reads
Takes the message and its attachments.
02
Understands
Sorts it into one of seven plain-language types.
03
Finds
Identifies the customer, three ways, tried in order.
04
Acts
Updates HubSpot by the agreed rule for that type.
05
Marks
Colours the message in Outlook.
WHAT HAPPENS IN HUBSPOT
EMAIL SAYS
Transfer rejected
A task in the queue for that reason. Seven reasons, seven queues, never a duplicate.
EMAIL SAYS
Transfer requested
Deal moved to “transfer request received”, with the provider recorded.
EMAIL SAYS
Customer changed their mind
Deal moved to “withdrawal received”, and the fourteen-day deadline checked.
From rulebook to live in five stages
SAFE BY DESIGN
Green · handled
Closed. Nothing left to do.
Yellow · ready for you
Filed. A person decides.
Needs a person
Nothing changed.
Never guesses the customer
Anything short of one certain match goes to a person.
Never acts twice
Redelivered messages and open tasks are skipped.
Never answers for the advisor
When a provider asks a question, a person replies.
Never deletes anything
Messages are marked, never moved or removed.
Why it worked
Their process, not a template
Built on the firm’s own email types, queues, stages and rules.
Refined together
The colour model and stage rules were agreed before go-live.
Tested on real emails first
292 real messages showed what to expect on day one.
Room to grow
New email types can be added. The 403 unmatched messages are next.
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