SYS-CON MEDIA Authors: Pat Romanski, Nikita Ivanov, Yeshim Deniz, Elizabeth White, Sean Houghton

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Fidelity’s® XTRAC® Moves to the Front-Office; Empowers Client-Facing Employees with Salesforce Integration

Client-facing employees in highly regulated companies around the world now have access to business processing services that were once the sole purview of their operations and technology teams. XTRAC® Solutions, the independently operated Fidelity Investments® company that provides workflow and document management services, has been integrated with the Salesforce1 Customer Platform to streamline day-to-day operations for highly regulated companies and arm employees with the information they need to better serve their clients.

Employees of firms that use both Salesforce and XTRAC now have access to a new app to create, view and interact with work and documents from directly inside Salesforce. This integration creates a more efficient and seamless process for managing the most critical work items. According to a study from Forrester Research, 58 percent of U.S.-based contact centers said that increasing efficiency is one of their top three priorities.

“Firms can connect their front and back-office like never before,” said Dan Brownell, president and CEO of XTRAC Solutions. “In most firms, the front-office client service managers and the back-office operations teams must rely on each other for any information they need – often via inefficient communication methods such as email and telephone. Now they can make their workflows more efficient so that they can spend more time serving the end-client and growing their business.”

After more than 20 years managing business processes for Fidelity Investments, supporting the company’s interactions with millions of clients each day, XTRAC has developed sophisticated tools and workflow processes that are now used by more than 75 companies globally. The new app gives Salesforce users access to these workflows to greatly improve service delivery and operational efficiency.

With the XTRAC App, client information already in Salesforce is automatically prefilled into a new XTRAC work item or document, with no need to re-key the information. Most importantly, employees are now better equipped to respond to clients quickly when questions arise about the status of a new client account or work in process. Additionally, documents such as the account applications and correspondence involved in a new client onboarding are stored in XTRAC’s compliance-facilitated and highly secure environment.

“Companies are looking to transform the way they connect with customers, partners and employees to thrive in today’s connected world,” said Ron Huddleston, senior vice president, ISV & Channel, salesforce.com. “By leveraging the power of the Salesforce1 Customer Platform, Fidelity’s XTRAC provides customers with the proven social, mobile and connected cloud technologies to accelerate business success.”

“We are constantly searching for the most innovative ways to provide our clients with access to the tools that can transform how their employees work,” said Brownell. “Everything that client-facing employees need is in Salesforce. The potential time savings, increased efficiency and control are enormous.”

More information on XTRAC and the XTRAC App is available at www.xtracsolutions.com or appexchange.salesforce.com.

About the Salesforce1 AppExchange

The Salesforce1 AppExchange is the world’s leading business apps marketplace. With more than 2,000 partner apps and 2 million customer installs it is the most comprehensive source of social and mobile cloud apps for business. The Salesforce1 Customer Platform is the new social, mobile and cloud customer platform for building next generation apps, powering Salesforce CRM, and more than 3 million custom apps built by customers and partners. Apps built on the Salesforce1 Platform can be easily distributed and marketed through AppExchange.

Salesforce, Salesforce1, AppExchange and others are among the trademarks of salesforce.com, inc.

About XTRAC Solutions

XTRAC Solutions, an independently operated subsidiary of Fidelity Investments, is a leader in business processing, workflow and document management. Founded 20 years ago at Fidelity, XTRAC (Cross-business Tracking Routing & Control) is the engine for continuous improvement across the firm. 30,000 individuals in 75 companies, representing banks, brokers, investment managers and other financial institutions, use XTRAC to improve client experiences, grow their businesses with operational efficiency, and assist in maintaining compliance measures in a highly complex and demanding regulatory environment. XTRAC processes more than 40 million work items annually and more than one billion documents are stored on the on secure cloud platform used by XTRAC. Headquartered in Boston, MA, XTRAC employs more than 175 people in multiple sites around the U.S. and the world. For more information about XTRAC, visit: www.xtracsolutions.com.

About Fidelity Investments

Fidelity Investments is one of the world’s largest providers of financial services, with assets under administration of $4.7 trillion, including managed assets of $1.9 trillion, as of April 30, 2014. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, visit www.fidelity.com.

The content herein is general in nature and is for informational purposes only. This information is not individualized and is not intended to serve as the primary or sole basis for your decisions as there may be other factors you should consider.

Fidelity is not affiliated with any third parties named herein and does not guarantee or assume any responsibility for the products or services of such third parties.

XTRAC and the XTRAC Solutions logo are service marks of XTRAC LLC.

Fidelity, Fidelity Investments, and the Fidelity Investments logo are registered service marks of FMR LLC.

Fidelity Brokerage Services LLC, Member NYSE, SIPC,
900 Salem Street, Smithfield, RI 02917

Fidelity Investments Institutional Services Company, Inc.,
500 Salem Street, Smithfield, RI 02917

National Financial Services LLC, Member NYSE, SIPC,
200 Seaport Boulevard, Boston, MA 02110

690332.1.0
© 2014 XTRAC LLC.
© 2014 FMR LLC. All rights reserved.

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