The Bank of New York Mellon
The Bank of New York Mellon European Fund Services, the fund administration arm of The Bank of New York Mellon Corporation in Europe, has chosen Oceanus to provide a Case Management System (CMS) to streamline and achieve increased management and control of its customer administration processes.
BNY Mellon European Fund Services performs investor servicing on behalf of 20 major investment companies, handling all aspects of operations from application processing & settlement, to register servicing and dividend processing on a third party basis. By automating the tracking, measurement and quantification of all customer interactions, from fax to email, the CMS system is designed to provide increased control and management oversight.
The CMS solution has six main customer "touch points", that allow BNY Mellon's customer services team to manage, process and analyse its communications through the main channels: post, telephone, fax, email, sms and corporate web interfaces. The use of Workflow technology will enable the monitoring and control of business processes, from start to finish.
As a third party provider of services, BNY Mellon will also be able to provide browser-based access to its customers so they can view data and monitor service levels.
Ray Pepper, Chief Operations Officer of BNY Mellon European Fund Services, said: "Mellon has a firm belief in using technology as one of many paths to improve productivity and management control. Oceanus was chosen because its new CMS system will enable us to streamline our customer services environment, and offer greater operational transparency for customers."
Nick Rowley, Chairman of Oceanus said; "our ability to deliver a complete solution complete with defined benefits, on time and budget, was critical to being chosen. We are developing a considerable expertise in the financial sector where companies are seeking the clever use of technology to maintain that crucial competitive advantage."