E*TRADE asked us to guide the organization with the continued adoption of Salesforce.com by the Trading, Margin Lending and Cash Management business unit for analyzing customer feedback. Increasing Data Integrity and implementing a Business Intelligence tool was integral.
Provide analysis and visualization on enterprise customer feedback processed from various intakes:
- E*Trade.com website visitors
- Customer Satisfaction Surveys
- Customer Services Phone Support
Provided common dashboard of Key Process Indicators (KPI’s) that will be used to measure customer responsiveness to E*TRADE products and product features.