Inbound Marketing case Merryl Lynch

1. Merrill Lynch Perspective Inbound Campaign Management Neil Skilling Portrait Software On behalf of Aaron Tellier Director CRM Strategy Merrill Lynch

2. Agenda What is Interaction Management? Why Interaction Management? Video testimonial Results achieved © 2010 Portrait Software - A Pitney Bowes Business Insight Company 2

3. Merrill Lynch and Interaction Management Interaction management IS: The consistent application of a tailored customer experience Best when applied across all customer touch points Analytically based and technology enabled The actualization of 1:1 marketing Interaction management IS NOT: An independent technology platform Just for customer service DOES NOT necessarily require sophisticated analytical models The solution to all of your marketing/sales challenges An all or nothing proposition © 2010 Portrait Software - A Pitney Bowes Business Insight Company 3

5. Merrill Lynch – Results Achieved Interaction Optimizer Implementation Automated routing using IVR integration Delivery of Inbound Real-Time Recommendations in Siebel call-centre Development of Internet Channel Retirement Business 300% improvement on offer rates 26% uplift in new customer cross-sales Investment Management Identified 90% of all customers at risk of attrition Improved save rate by 40% 20% reduction in overall attrition rate ADMA Presentation: http://www.portraitsoftware.com/Aaron-Tellier © 2010 Portrait Software - A Pitney Bowes Business Insight Company 6