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Customer Service and Satisfaction

Customer Service and Satisfaction. Adam Bryan ACSDA – October 10, 2007. DTCC Confidential. Key Goals. Customer Satisfaction: World-Class (85%) Problem Resolution/First Call Resolution Automation & Self-Service. DTCC Confidential. Customer Service Group. Inquiry Channels Phone E-mail

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Customer Service and Satisfaction

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  1. Customer Service and Satisfaction Adam Bryan ACSDA – October 10, 2007 DTCC Confidential

  2. Key Goals • Customer Satisfaction: World-Class (85%) • Problem Resolution/First Call Resolution • Automation & Self-Service DTCC Confidential

  3. Customer Service Group Inquiry Channels • Phone • E-mail • Electronic mainframe inquiry system • Fax DTCC Confidential

  4. Account Administration & Implementation Services • New account activations (multiple DTCC subsidiaries) • Member change requests, e.g., company mergers • Connectivity Testing & Support (MQ, NDM, FTP) • Product entitlement requests • Technical Documentation requests • 45,000 Annual Transactions/Events DTCC Confidential

  5. Technical Support • Password Resets (internal / external) • Registration Support • File Transmission support requests • Derivatives product / technical support • 230,000 transactions • 90% via phone, 10% via email DTCC Confidential

  6. Business Support • Corporation Actions (rates, payments, details) • Custody / Deposits (security transfers, images and reports, delivery instructions) • Settlement & Clearance (cut-off schedules and extensions) • Billing (invoices, pymts, subscriptions, fees) • 221,000 Inquiries • 33% via text; 67% phone DTCC Confidential

  7. 2007 Customer Satisfaction Survey Methodology: • Who: • 3,000 day-to-day contacts (e.g., Directors of Operations, VPs, Directors) • 75 senior contacts (Managing Directors, Exec. VPs, Sr. VPs) • All business lines included • How: • Independent market research consultant • Web (day-to-day contacts); Telephone (senior contacts) • When: • January & June DTCC Confidential

  8. Key Metrics • World Class (85%) scores for most Key Drivers • Continuous Improvement DTCC Confidential

  9. Resulting Actions • Continuous Improvement & Initiatives • results & verbatim comments are reviewed by all management staff • customer themes identified (corporate wide & business line specific) • teams develop Action Plans to address key themes • metrics included in business plans and goals insuring accountability • Communicate results with • Board of Directors • customers via Industry Associations, Advisory Boards, newsletters • employees via department reviews, town halls, newsletters DTCC Confidential

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