Welcome!

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

690332.1.0
© 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
Cloud Expo, Inc. has announced today that Andi Mann and Aruna Ravichandran have been named Co-Chairs of @DevOpsSummit at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Outlyer, a monitoring service for DevOps and operations teams, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Outlyer is a monitoring service for DevOps and Operations teams running Cloud, SaaS, Microservices and IoT deployments. Designed for today's dynamic environments that need beyond cloud-scale monitoring, we make monitoring effortless so you...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Have you ever noticed how some IT people seem to lead successful, rewarding, and satisfying lives and careers, while others struggle? IT author and speaker Don Crawley uncovered the five principles that successful IT people use to build satisfying lives and careers and he shares them in this fast-paced, thought-provoking webinar. You'll learn the importance of striking a balance with technical skills and people skills, challenge your pre-existing ideas about IT customer service, and gain new in...
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buyers...
DevOps and microservices are permeating software engineering teams broadly, whether these teams are in pure software shops but happen to run a business, such Uber and Airbnb, or in companies that rely heavily on software to run more traditional business, such as financial firms or high-end manufacturers. Microservices and DevOps have created software development and therefore business speed and agility benefits, but they have also created problems; specifically, they have created software securi...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, Cloud Expo and @ThingsExpo are two of the most important technology events of the year. Since its launch over eight years ago, Cloud Expo and @ThingsExpo have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, I provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading the...
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
While not quite mainstream yet, WebRTC is starting to gain ground with Carriers, Enterprises and Independent Software Vendors (ISV’s) alike. WebRTC makes it easy for developers to add audio and video communications into their applications by using Web browsers as their platform. But like any market, every customer engagement has unique requirements, as well as constraints. And of course, one size does not fit all. In her session at WebRTC Summit, Dr. Natasha Tamaskar, Vice President, Head of C...
Cloud Expo, Inc. has announced today that Aruna Ravichandran, vice president of DevOps Product and Solutions Marketing at CA Technologies, has been named co-conference chair of DevOps at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager - Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, reviewed next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discussed how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has been engaged in t...
In the enterprise today, connected IoT devices are everywhere – both inside and outside corporate environments. The need to identify, manage, control and secure a quickly growing web of connections and outside devices is making the already challenging task of security even more important, and onerous. In his session at @ThingsExpo, Rich Boyer, CISO and Chief Architect for Security at NTT i3, will discuss new ways of thinking and the approaches needed to address the emerging challenges of securit...
TechTarget storage websites are the best online information resource for news, tips and expert advice for the storage, backup and disaster recovery markets. By creating abundant, high-quality editorial content across more than 140 highly targeted technology-specific websites, TechTarget attracts and nurtures communities of technology buyers researching their companies' information technology needs. By understanding these buyers' content consumption behaviors, TechTarget creates the purchase inte...
"We host and fully manage cloud data services, whether we store, the data, move the data, or run analytics on the data," stated Kamal Shannak, Senior Development Manager, Cloud Data Services, IBM, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
As cloud adoption continues to transform business, today's global enterprises are challenged with managing a growing amount of information living outside of the data center. The rapid adoption of IoT and increasingly mobile workforce are exacerbating the problem. Ensuring secure data sharing and efficient backup poses capacity and bandwidth considerations as well as policy and regulatory compliance issues.