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Searching for Success in Investment Management

Business issues

For more than 70 years, this storied investment firm has been serving clients with a level of integrity that has earned it the reputation of being one of the most trusted names in asset management. Through bull and bear markets, the company has grown. Today it manages more than $717 billion in assets for clients in more than 170 countries. To serve these clients, the firm has more than 9,400 employees worldwide including 600 investment professionals.

Challenge

Company growth and success has brought challenges because information and expertise are now dispersed across systems, offices and continents. This has made it increasingly difficult for employees to respond to customers with timely, contextual information.

This company, which was built with a strong focus on customer service, learned of customer complaints about its customer service from third-party research firm, The NMG Group — which is read by the company and its competitors. Executives within the financial services organization realized how they were perceived was creating reputational risk. That got the C-suite’s attention, creating urgency to:

  • Enhance customer experience
  • Improve customer service
  • Increase findability of experts within the company
  • Increase operational efficiency and reduce cost
  • Protect brand reputation

Solution

Provide an information-driven solution that can deliver compliant results, in context, live while speaking with customers. Focus on the 1,700 customer-facing sales, product specialists and client service personnel responsible for selling to and supporting clients around the word. The solution requires a single user platform that:

  • Serve as the global entry point to customer self-service infrastructure
  • Identifies experts and emerging experts
  • Provides information insights in context without users providing “perfect questions”
The number we put in our business case was $4.6m [of anticipated operational efficiency]. Even the finance guy was excited. And, he’s not a guy who commonly gets excited.

Vice President International Development Group

Annualized Results

The Sinequa solution included identifying and quantifying the benefit of solving finance specific business issues. The following results include the corresponding annual benefit:

  • Anticipate operational efficiency improvements saving | $4.6 M
  • Anticipate a 10% cost avoidance reduction due to hiring fewer customer facing personnel saving | $16.8 M
  • Anticipate brand enhancement due to improved customer service
...find this information, package it up, provide a user experience that’s simple, easy, intuitive and feels a little like what we have all gotten used to in our consumer lives.

Vice President International Development Group