Leading Brokerage Firm Delivering Personalized Client Interactions

Make Customer Interactions Easier

Traditional information technology makes it hard to offer millions of clients a personalized experience, especially when today’s clients have so many choices and preferences in how they want to interact with their brokerage firm. A leading brokerage firm has built a customer-centric attitude that comes from listening to clients, empowering them with immediately useful tools, and giving sound advice. Top-tier financial advisors and brokers must continually embrace technology in order to consistently offer this kind customer service. When it comes to financial security, no one has the same exact needs, same aspirations and the same strategy. Regardless, this firm needed to anticipate and understand its clients’ concerns and priorities.

Business Goals

  • Empower investors
  • Make client interactions easier
  • Simplify IT complexity
  • Improve CSR efficiency
  • Maintain top NPS score

Results

  • More efficient IT operations - 66% fewer steps in processes
  • Faster client responses
  • Fewer delays to client inquiries - 72% fewer applications for CSR's to sort through
  • Improved worker productivity - 50+% improvement in CSR efficiency