Securities & Exchange CommissionBusiness ChallengeThe SEC is responsible for providing timely and quality responses to the investing community and using constituent inquiries to spot important emerging regulatory risks. As such, the Office of Investor Education and Advocacy, a division within the SEC, provides legal and financial services to the general public in the form of a multi-channel contact center. This contact center handles approximately 100,000 investor-related questions, tips, or complaints annually. The contact center utilizes outdated and unreliable technology, paper intensive processes, multiple non-integrated applications, and non-comprehensive operational reporting capabilities. The end result is a department that struggles to address high volumes of advanced legal and financial issues in a timely manner using unreliable, antiquated technology with inefficient data structure and handling processes. SolutionAcumen Solutions was retained by SEC’s Office of Investor Education and Advocacy to replace an important legacy application used to manage high volumes of legal and financial issues reported by constituents. This deployment included a multi-phased full life-cycle program management effort involving multiple departments/divisions within the SEC.
In this implementation, Acumen completed the following activities:
Return on InvestmentThe end result of the Salesforce.com implementation was a new comprehensive application that consolidates all relevant operational data into one application and into a data structure that provides management with the requested reporting visibility and administrative oversight. The operational capabilities within the new system afford the internal team the ability to provide consistent and standardized responses in a timely, efficient and accurate manner. All data has been converted to electronic format and the paper usage has virtually been eliminated. The telephony changes implemented have obviated call volumes by at least 40%. Finally the SEC has real-time operational and trending reporting capabilities allowing them to more effectively gain insight and manage their business. |
Practice HighlightsThe Securities and Exchange Commission Office of Investor Education and Advocacy turned to Acumen Solutions to replace an important legacy application used to manage high volumes of legal and financial issues.
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