From Service Group to Strategic Partner: BNY Mellon Shareowner Services Case Study

With the Marketing department, Madonna linked Investor Care Network initiatives to the marketing goal of increasing customer loyalty. Madonna was also convinced that the customer data at his fingertips could also become an integral part of the Marketing team’s Voice of the Client practice. “It was all about aligning the goals and objectives of the Investor Care Network with the goals and objectives of our internal partners.” It wasn’t long before Madonna had the internal stakeholders onboard and the Investor Care Network accountable for achieving product uptake goals, revenue targets and research objectives.

Enter Enkata. Madonna first met with Enkata when BNY Mellon Shareowner Services was looking for a company to help implement contact center performance management across various channels and systems. Madonna has since implemented Enkata’s performance management system to track, analyze and report on metrics like first call resolution, volume statistics and more -- and he recognized the value Enkata could help deliver went even deeper.

The BNY Mellon Shareowner Services’ Investor Care Network management team now has a seat at the table with their external clients. With the help of Enkata, Madonna is armed with fact-based insights into each client’s shareowner behavior and successfully shifted client discussions from how the contact center can further reduce costs to how clients can use Investor Care data to deliver greater value to their shareowners. This unique service is now seen as giving a competitive advantage to BNY Mellon shareowner Services clients.