See also:

A message from Alan Hutton, president of FundSERV: Autumn is a good time for change

A chat with David Chan

Frank Vree retires after a decade of service

Accounting manager sees customers' futures in eBilling

Getting the most out of FundSERV customer service

FundSERV Network Performance

All articles

By Chris Whitside

FundSERV technical and customer service employees communicate constantly with a myriad of contacts: mutual fund manufacturers, distributors, agents, and intermediaries, plus the technical service vendors serving all of those companies. Keeping track of the documents, phone calls, e-mails, and meetings that go hand-in-hand with knowing how our customers run their businesses is central to FundSERV's promise of better customer service. With its recent adoption of the Microsoft Customer Relationship Management (CRM) platform, FundSERV will have the ability to manage and analyze customer information, making this new CRM system valuable to both FundSERV and its customers.

"This software has impressive data analysis capabilities," notes Stuart Reynolds, vice president of customer relations. "By using those features for thorough, ongoing analysis of our communications, FundSERV will be able to help its customers improve the way they use our services. For instance, we will be able to compare the number and types of calls received from similar customers, and suggest improvements to processes or technology."

Microsoft CRM offers more than the standard features of a contact management solution, and does so with a high level of integration and simplicity. Most users will access it through Microsoft Outlook with an easily customized interface. Eventually, FundSERV customers will be able to update their own contact information online.

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