SEI Investments, Support Center SEI Investments is a global investment company that provides clients with comprehensive business solutions that combine asset management with technology.
	Problem SEI’s Support Center handles the daily onslaught of maintenance and access requests for SEI’s proprietary trust accounting software. Currently SEI’s clients include 20 of the top 50 U.S. banks. Maintenance and access requests were previously handled over a multitude of channels including telephone calls, emails and desktop software provided by Network Associate’s product, McAfee HelpDesk. All maintenance and access requests are ultimately entered into the enterprise HelpDesk software as Tickets. There were three primary problems associated with this method of ticket generation: Tickets were generated that did not clearly state the user’s request. Tickets often lacked all pertinent information needed to fulfill each request. Tickets sometimes requested client information that must be approved by third party individuals, such as the account directors of the given client. Solution EffectiV Internet Solutions, Inc. answered this challenge in a uniform stroke by enabling the enterprise to operate customer service incidents over a single set of clean, efficient intranet tools. Today SEI’s Support Center channels all customer service requests through a single point; the Support Center Intranet Site. SEI’s employees, located throughout the country, direct their maintenance and access requests through the intranet site. If requests require the approval of third parties, the system will intelligently detect the requirement, look up the person(s) responsible for the needed approval, email the party with the summary request, and link them to an interface where he / she will be able to approve or deny the request. The system includes statistical software that monitors site traffic, requests submitted and overall daily traffic reports. The Support Center uses this information to react to employee preference, customer satisfaction and request turnover. Result SEI’s Support Center is able to reduce time spent completing the Request Tickets and spend more time addressing the needs of its bank clients.