Financial Service Firm's Email Tracking Success

company overview

Been in business for over 40 years
Provides investing and trading services for around 11 million client accounts
Makes Wall Street accessible to individual investors and delivers access to education, resources, and services to customers

Location

Omaha, NE

Industry

Finance

Employees

8939

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

Needed a solution to track all email communications in Archival solution to meet compliance and audit requirements
Outbound emails generated from CRM application had to be intercepted before messages left mail servers
Tracking information needed for supervision and audits was not readily available
Needed to make sure that solution would not expose sensitive information to external customers
It was also required to ensure efficiency for reviews and audit activities across different regions

solutions

Conducted multiple sessions with various teams to understand the functions and operations thoroughly
Analyzed processes to identify technology & application constraints, and to evaluate solution options
Developed solution architecture to ensure alignment between IT teams and business units on solution strategy
Integrated CRM platform, corporate IdM platform, email infrastructure, and compliance systems

‍

Solution Offered: CRM Managed Services

Must Explore Services: ‍

Knowledge Management Solution‍

Omni-Channel Solution‍

Unified Desktop Solutions‍

Verint Workforce Optimization

results

Achieved reliable tracking and compliance of outbound email communications
Were able to intercept outbound emails, administer tracking information, and mask sensitive information
All outbound email messages were archived in a compliance platform
The efficiency of compliance and audit search requirements improved tremendously

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