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Enterprise Content Management

ROI with Email Capture for Customer Correspondence – Financial Services Case Study

legal-holdEmail is a valued asset for so many companies running ECM and CRM systems, yet most are still waiting for a simple, easy to use integration, connecting these two mission critical applications. Imagine an application which could seamlessly integrate email from Microsoft Outlook and Exchange with Laserfiche or any other enterprise application.  Seamless management of customer correspondence in the financial industry is not only required, but also boosts employee productivity and customer satisfaction.  

The Problem:

The financial industry adheres to regulations which require those companies to keep track of all their customer communications and case files.  FINRA, the Financial Industry Regulatory Authority, publishes guidelines for records to be made and kept.  SEA Rule 17a-3 and 17a-4 outline the general guidance for exchange members, brokers, and dealers and specifically address electronic record keeping.  

Advisors and customer representatives handle between 25-50 customer related emails per day.  Some companies will print and file email in paper form.  Others will have their employees manually copy, import and index for electronic filing. Both methods consume approximately 1 minute per email per day – which translates to 25 -50 minutes per day, not including the start-stop time it takes to transition from one task or thought to another.  Additionally, future searches are often very time consuming, chaotic and frustrating.

The Solution: 

An application that is embedded inside of Microsoft Outlook and Exchange to automate email capture.  One which allows emails to be tracked and classified by customer name, customer number, policy number, etc.  Imagine the fields from your CRM or document management system available to you inside of Outlook or auto-filled based on the customer’s email address.  Or possibly you already organize your inbox with Microsoft Outlook folders, and in which case, a solution which polls those folders for new mail items and then copies them to the appropriate records system for you.

Now customer service and account representatives are able to search for past email communications alongside other documents stored in the customer file.  Similarly, advisors can easily see client communications to and from the customer service department.

Impact:

One of our Financial Service customers has over 1500 customer facing representatives for pre-sales, sales, and customer service. Saving 25 minutes per day per person translates 625 hours per day.  Annually, the company saves 125,000 productivity hours. The ROI for the software was net positive within the first 3 months of implementing Email Manager.

Customer Service and Billing – An Energy Industry Case Study

Work Smarter - Workflow90% of all electronic correspondence is still conducted through email. Customer service and billing are no exception, as many companies send their billings through mass email or directly from an accounts receivable clerk electronically.  What happens to all those emails that are stored in your service rep’s inbox?  Worse, what happens when an electronic billing bounces back due to an invalid customer email address? Read More »

Email Automation, Compliance, and Productivity

Manx Business Solutions

Background
Manx Business Solutions (MBS) helps their customers better manage critical information and documents with Email Manager and Laserfiche. In today’s economy, organizations are investing in technology to increase productivity efficiency, mitigate risk and meet the ever increasing burden of compliance. As the primary source for much of the information we create and consume today is email, this must be part of an integrated solution. Read More »

Your New Email Retention Policy in 10 Steps

information-managementBecause of e-discovery, compliance and knowledge management demands, it’s more important than ever for all types of organizations to effectively manage email archival, search and retrieval. Because of the growing volume of email, this has never been more difficult… until now. Read More »

4 Considerations When Setting Email Retention Policies

digital-archiveYour Guide to Integrated Correspondence Management, Retention & Implementation

All email is not created equal. The first decision we make when filtering through our inbox is: “Is this email important or not?” This is the same decision we ask our employees to determine when dealing with documents every day. Why then, do we treat email differently than say, the mailroom? Read More »

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