Industry:
Financial Services
Introduction: The
organisation wanted to use the valuable information stored within Microsoft
Exchange to help the sales team service their existing customers and develop
new business. There was significant advantage to be gained by accessing email,
calendar and contact information stored within Exchange and have it available
to the appropriate team members in the right context
Challenges:
• The business had significant information available within
Exchange such as emails that had been sent to or received from the client, appointments
with client contacts and specific contact information and this information was
only available through Outlook which made it time consuming to locate, if at
all possible
• This Exchange based information needed to be reviewed in
conjunction with the data stored in the client account management system,
looking at all related information in one place made it far more powerful and
effective
• The data needed to be near real-time without affecting the
performance of Exchange, which had a significant amount of data
Objectives:
• The data from Exchange needed to be enriched with all
available related information
• All relevant information pertaining to the client and all
of their employees needed to be accessible from within 1 screen
• The information needed to be available near real-time
• The performance of the Exchange server needed to be
unaffected
• Configurable rules should be applied to ensure that only
relevant information was available and that confidential and unrelated
information was excluded
Solution:
This broker partnered with Synetec in order to deliver functionality
to enrich and make available information that has improved the performance of
their sales team. The data from Exchange was accessed through the Exchange Web
Services API and cross-referenced with the data available in other internal
systems allowing enrichment of the data by building a relational model of the
data.
Not only could the sales person view all relevant emails
from and appointments with the client contact, but they could do so while also
viewing their trade history, personal information, call information and company
related information.
Benefits:
This system allowed the valuable data that was locked in
Exchange to contribute to the success of the business as a whole. Initial
indications are that sales have improved by more than 5% on the same period
last year with the sales team attributing a portion of that increase to this
system and the additional information at their fingertips.
George Toursoulopoulos
is a technology specialist and Director at Synetec, one of the UK’s leading
providers of software services and solutions.
