Case Study: Optimising achieves streamlined communication and faster response times with Teamwork Desk (Teamwork)

Teamwork Desk Cuts Through Email Clutter To Streamline Optimising’s Communication

Optimising, a Melbourne-based digital marketing and SEO agency handling 100+ projects with an 11–20 person team, was struggling with email overload and a lack of transparency: client messages were lost in individual inboxes, account managers’ absences delayed replies, and the existing email processes couldn’t scale. To solve this, Optimising turned to Teamwork and its helpdesk product, Teamwork Desk.

Using Teamwork Desk, Optimising converted emails into tickets and created multiple shared inboxes by product (SEO, Paid Search, Dev, Accounts, HR), then extended the system to internal workflows like invoicing. The change cut misdirected emails, reclaimed billable time, and “eliminated a large portion” of inbox clutter, while improving response speed and collaboration. Teamwork Desk also delivered measurable gains in time-to-first-response, ticket handling time, and replies-to-resolve, boosting client satisfaction and helping Optimising scale.

Optimising

James Richardson

Co-Founder