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Client Since: December 1999
Products used:
EchoMail® Customer CareTM
EchoMail® Business IntelligenceTM
Number of E-Mails processed
Over three and half million mail since
December 1999
Average monthly inbound E-Mail volume 5,500
Service Solutions
Workflow Analysis
Business Intelligence Support
Types of Service Provided
Strategic Consulting
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Better Banking through E-Mail
Success Story: Citigroup Global Markets Holdings Inc. (Salomon Smith Barney)
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.
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