Company Overview:

The history of Salomon Smith Barney dates back to the 19th century, it came into being when two young entrepreneurs Charles. Barney and Edward B.Smith merged their brokerage and investment banking firms to form a new company. It was the pioneering efforts of these early entrepreneurs that made Wall Street the financial hub of the world. Today Salomon Smith Barney is a global, full service financial firm and leader in the US securities industry providing investment Banking, asset management services to individuals, corporations and governments around the world. It also offers sales, research, trading, underwriting advisory services, specialty financing for corporations, government Entities, mutual fund services, futures and asset management. Its retail Banking services include full range of products such as stocks, bonds, mutual funds, CD’s, insurance and annuities and services such as investment planning, asset management, asset allocation, portfolio management, college funding, estate planning and trust services.

Before EchoMail

The sheer diversity and size of its operations brought Citigroup in touch with millions of people everyday. It had earned a pride of place in the Banking Industry and could not afford to compromise its premium position. Citigroup had been witnessing massive Vertical and horizontal growth, which brought along with it increasing volumes of customer E-Mail; this laid a huge responsibility in terms of managing its communications professionally. It realized that these mails were the vital link between its customers and itself and an important source to understand their grievances, preferences and perceptions of Citicorp. Its customers ranged between the small first time share investor to the huge corporate investing its entire reserve funds, the study loan applicant to corporate funding of a large company. Citicorp believed that there should not be any disparity in the treatment of its customers on the basis of their size or volume of business transacted and customer satisfaction had to be ensured to all its customers.

The EchoMail Deployment

Citicorp realized the need for professional management of its huge E-Mail volumes and entered into a strategic tie-up with EchoMail. EchoMail reviewed the situation and recommended the deployment of EchoMail® Business Intelligence™ its proprietary artificial intelligence tool and EchoMail® Customer Care™ (CC) its well-researched customer relationship management tool. BI helped Citicorp to analyze huge incoming E-Mail on multiple parameters and interpret the hidden meaning in them helping in an in-depth analysis of customer preference, taste, grievances and how they perceived Citicorp. CC helped in receiving, managing and routing the huge inbound E-Mail to elicit rapid response

After EchoMail

Deployment of BI helped Citicorp in understanding its customer base better in terms of their preference, complaints etc across geographical boundaries and other parameters. This insight into customer preferences helped in tailoring its schemes and plans according to taste. CC took care of the customer care and communication needs of Citicorp by speedy routing of incoming mail to the relevant departments leaving it with more time to attend to its core activities. Timely attendance to queries and complaints resulted in a satisfied client base helping in retention and expansion of the same.