News Feed Item

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

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

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
The dynamic nature of the cloud means that change is a constant when it comes to modern cloud-based infrastructure. Delivering modern applications to end users, therefore, is a constantly shifting challenge. Delivery automation helps IT Ops teams ensure that apps are providing an optimal end user experience over hybrid-cloud and multi-cloud environments, no matter what the current state of the infrastructure is. To employ a delivery automation strategy that reflects your business rules, making r...
DXWorldEXPO LLC announced today that Dez Blanchfield joined the faculty of CloudEXPO's "10-Year Anniversary Event" which will take place on November 11-13, 2018 in New York City. Dez is a strategic leader in business and digital transformation with 25 years of experience in the IT and telecommunications industries developing strategies and implementing business initiatives. He has a breadth of expertise spanning technologies such as cloud computing, big data and analytics, cognitive computing, m...
Digital Transformation and Disruption, Amazon Style - What You Can Learn. Chris Kocher is a co-founder of Grey Heron, a management and strategic marketing consulting firm. He has 25+ years in both strategic and hands-on operating experience helping executives and investors build revenues and shareholder value. He has consulted with over 130 companies on innovating with new business models, product strategies and monetization. Chris has held management positions at HP and Symantec in addition to ...
DXWorldEXPO LLC announced today that Kevin Jackson joined the faculty of CloudEXPO's "10-Year Anniversary Event" which will take place on November 11-13, 2018 in New York City. Kevin L. Jackson is a globally recognized cloud computing expert and Founder/Author of the award winning "Cloud Musings" blog. Mr. Jackson has also been recognized as a "Top 100 Cybersecurity Influencer and Brand" by Onalytica (2015), a Huffington Post "Top 100 Cloud Computing Experts on Twitter" (2013) and a "Top 50 C...
Cloud-enabled transformation has evolved from cost saving measure to business innovation strategy -- one that combines the cloud with cognitive capabilities to drive market disruption. Learn how you can achieve the insight and agility you need to gain a competitive advantage. Industry-acclaimed CTO and cloud expert, Shankar Kalyana presents. Only the most exceptional IBMers are appointed with the rare distinction of IBM Fellow, the highest technical honor in the company. Shankar has also receive...
Enterprises have taken advantage of IoT to achieve important revenue and cost advantages. What is less apparent is how incumbent enterprises operating at scale have, following success with IoT, built analytic, operations management and software development capabilities - ranging from autonomous vehicles to manageable robotics installations. They have embraced these capabilities as if they were Silicon Valley startups.
Digital transformation is about embracing digital technologies into a company's culture to better connect with its customers, automate processes, create better tools, enter new markets, etc. Such a transformation requires continuous orchestration across teams and an environment based on open collaboration and daily experiments. In his session at 21st Cloud Expo, Alex Casalboni, Technical (Cloud) Evangelist at Cloud Academy, explored and discussed the most urgent unsolved challenges to achieve fu...
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
Daniel Jones is CTO of EngineerBetter, helping enterprises deliver value faster. Previously he was an IT consultant, indie video games developer, head of web development in the finance sector, and an award-winning martial artist. Continuous Delivery makes it possible to exploit findings of cognitive psychology and neuroscience to increase the productivity and happiness of our teams.
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
Predicting the future has never been more challenging - not because of the lack of data but because of the flood of ungoverned and risk laden information. Microsoft states that 2.5 exabytes of data are created every day. Expectations and reliance on data are being pushed to the limits, as demands around hybrid options continue to grow.
As IoT continues to increase momentum, so does the associated risk. Secure Device Lifecycle Management (DLM) is ranked as one of the most important technology areas of IoT. Driving this trend is the realization that secure support for IoT devices provides companies the ability to deliver high-quality, reliable, secure offerings faster, create new revenue streams, and reduce support costs, all while building a competitive advantage in their markets. In this session, we will use customer use cases...
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
Digital Transformation: Preparing Cloud & IoT Security for the Age of Artificial Intelligence. As automation and artificial intelligence (AI) power solution development and delivery, many businesses need to build backend cloud capabilities. Well-poised organizations, marketing smart devices with AI and BlockChain capabilities prepare to refine compliance and regulatory capabilities in 2018. Volumes of health, financial, technical and privacy data, along with tightening compliance requirements by...