June 10, 2014 – Fidelity empowers client-facing employees with Salesforce integration.
Client-facing employees in highly regulated companies around the world now have access to business processing services that were once the sole purview of their operations and technology teams. XTRAC Solutions, the independently operated Fidelity Investments company that provides workflow and document management services, has been integrated with the Salesforce1 Customer Platform to streamline day-to-day operations for highly regulated companies and arm employees with the information they need to better serve their clients.
Employees of firms that use both Salesforce and XTRAC now have access to a new app to create, view and interact with work and documents from directly inside Salesforce. This integration creates a more efficient and seamless process for managing the most critical work items. According to a study from Forrester Research, 58 percent of U.S.-based contact centers said that increasing efficiency is one of their top three priorities.
“Firms can connect their front and back-office like never before,” said Dan Brownell, president and CEO of XTRAC Solutions. “In most firms, the front-office client service managers and the back-office operations teams must rely on each other for any information they need – often via inefficient communication methods such as email and telephone. Now they can make their workflows more efficient so that they can spend more time serving the end-client and growing their business.”
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