CIO CHALLENGE

摘要

As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call Center systems and Web platforms can enhance self-service. E-servicing can improve self-help functionality, reduce mundane inquiries to call center agents and allow staff to focus on more-complex and higher-value queries. Done properly, it can mean providing better service at less cost. Barry Mione knew that Harrisdirect had hit a technology home run while showcasing the firm's new, natural language, online self-help query tool, "Ask Harrisdirect," at a retail investor trade conference. As Mione, the firm's managing director of client services, was showing a prospective client how the technology worked, another consumer joined the conversation. The next thing Mione knew, the first consumer was explaining to the second consumer how simple the tool was to use.