Portrait Tieto
- 1. Merrill Lynch Perspective Inbound Campaign Management Neil Skilling Portrait Software On behalf of Aaron Tellier Director CRM Strategy Merrill Lynch
- 2. Agenda What is Interaction Management? Why Interaction Management? Video testimonial Results achieved © 2010 Portrait Software - A Pitney Bowes Business Insight Company 2
- 3. Merrill Lynch and Interaction Management Interaction management IS: The consistent application of a tailored customer experience Best when applied across all customer touch points Analytically based and technology enabled The actualization of 1:1 marketing Interaction management IS NOT: An independent technology platform Just for customer service DOES NOT necessarily require sophisticated analytical models The solution to all of your marketing/sales challenges An all or nothing proposition © 2010 Portrait Software - A Pitney Bowes Business Insight Company 3
- 5. Merrill Lynch – Results Achieved Interaction Optimizer Implementation Automated routing using IVR integration Delivery of Inbound Real-Time Recommendations in Siebel call-centre Development of Internet Channel Retirement Business 300% improvement on offer rates 26% uplift in new customer cross-sales Investment Management Identified 90% of all customers at risk of attrition Improved save rate by 40% 20% reduction in overall attrition rate ADMA Presentation: http://www.portraitsoftware.com/Aaron-Tellier © 2010 Portrait Software - A Pitney Bowes Business Insight Company 6