Merrill Lynch uses CRM to tailor service

Investment bank Merrill Lynch is to use customer relationship management software to offer corporate customers tailored...

Investment bank Merrill Lynch is to use customer relationship management software to offer corporate customers tailored investment information online.

Merrill Lynch will implement software from ATG later this year to improve services on its Benefits OnlineSM website for retirement plan sponsors, such as Coca-Cola and their employees. The site allows users to view their stock options, make purchases and view information about their retirement plans.

Merrill Lynch will use the ATG software to supply timely, targeted information based on the profile of the end-user and predefined rules set by business managers.

After each mouse click, the content and layout of the next page can be changed easily. This is achieved by accessing all the information stored on a client to compile a customer profile from which online content and interaction can be personalised.

Mellon European Fund Services has streamlined its policy administration by using workflow and document management technology. Mellon, whose clients include Nationwide Building Society and internet bank Egg, is using software from Oceanus to distribute forms electronically to staff desktops.

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