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» General Product Questions
» Administration
» Getting Started
» Reports
» Data Importing
» Learning More / Registration
General Product Questions
Q. What does the ClienTracs software do?
A. ClienTracs is a Web-based solution designed specifically for financial institutions to significantly increase revenues by implementing a proven and repeatable sales process. The ClienTracs solution allows your Relationship Managers to effectively manage your client relationships by capturing and prioritizing financial goals, cross-selling multiple products, managing activity, tracking referrals, and managing their pipeline. In addition, all relevant information about the client is available to approved persons who need to collaborate on a sales opportunity through shared views of up to date information. Management reports are automatically created and available anytime in a summary, "roll-up" and a detail "drill down" format. In short, ClienTracs provides a straightforward solution to help you leverage the enterprise that is in place today.
Q. How does the ClienTracs software work?
A. ClienTracs is a Web-based technology designed to optimize your Internet Browser Toolbar. The software is hosted by SunGard® Data Systems in a secure facility and accessed by a user through a Web browser. The solution manages local applications such as Trust accounting or Brokerage applications as well as web-based solutions (estimating tools, loan processing tools etc). The Single Sign-On process allows users to log in once and then navigate in and out of applications without signing on multiple times. ClienTracs maintains and provides upgrades, as needed which is transparent to the end user.
Q. Which groups within the financial services market would benefit from ClienTracs?
A. ClienTracs is designed to solve both bank wide opportunities as well as specific ones within a financial services company. The technology can be implemented across the enterprise (i.e. Wealth, Commercial and Retail), as a group implementation (i.e. Wealth) or as a department implementation (i.e. Trust).
Q. What solutions are available that meet a specific need that we have.
A. ClienTracs offers a Referral Manager, Leads Manager, Contact Manager and Retirement Center (see a complete description of solutions in the Products/Solutions section of this web site). Each of these modules can be used independent of the other and integrated with other ClienTracs users. For example, your Wealth/Trust group can implement ClienTracs with all the functionality mentioned above to manage a client sales process. Your Retail group however, might only want to send and receive referrals and therefore would only want to implement the Referral Manager for many of the users within that group. This approach saves money while providing significant benefit of cross-enterprise referrals.
Q. I work in the Wealth Management Group. How can ClienTracs help me?
A. ClienTracs was designed with the understanding that individual clients need to be managed differently than commercial clients. The ClienTracs solution allows you to manage both types of clients by capturing relevant information. Because a wealth client can be very different than a commercial or retail client, ClienTracs provides the necessary fields to capture relevant information such as financial goals, family information etc. ClienTracs enables the Relationship Managers within a wealth group to cross-sell other products based on those goals, make a referral to another department and follow-up on all sales opportunities. Performance of the wealth group is automatically captured through reports, which are available to all appropriate management levels. Several integrations with ClienTracs are available such as Trust Accounting, Brokerage, and Financial Planning Systems. ClienTracs is also designed to help the Relationship Manager capture the integrated wealth management opportunity between the Wealth / Trust and Business banking groups.
Q. I work in the Commercial or Business Banking Group. How can ClienTracs help me?
A. ClienTracs manages a company profile in a similar way to an individual (see above) but captures relevant information about the company in order to offer multiple commercial products. The ClienTracs solution can segment your clients in many ways including commercial vs. individual such that a user is working with only relevant information. This makes ClienTracs simple to use and provides immediate impact.
Q. I work in the Retail Group. How can ClienTracs benefit me?
A. The ClienTracs solution is beneficial to any individual within a bank who needs to manage a sales process with an individual or a company. A user within a Retail Center can benefit from ClienTracs by implementing the same solution as discussed above. ClienTracs can be integrated with your MCIF system to enable users to have access to relevant information such as account or household information. You may only have a need for your Retail Group to initiate and receive leads. As discussed above, ClienTracs offers a suite of products including the Referral Manager designed specifically for this type of requirement.
Q. I work as a member of a virtual team, advising clients. Is ClienTracs beneficial for this approach?
A. ClienTracs enables a team-selling environment by allowing people who have been granted permission to view or modify information about a client: approved participants view only one set of information.
Q. What platforms do I need to run ClienTracs?
A. Because ClienTracs is designed as a Web-based application, all you need is a computer running Internet Explorer 5.5 and above.
Q. Who maintains ClienTracs and how do I get the latest version?
A. Because ClienTracs is a hosted solution, the software is continuously upgraded and then made available to you. A complete set of release notes is available when upgrades are made.
Q. How secure is my data?
A. ClienTracs is a hosted internet application delivering immediate value to the end user. By leveraging the power of the internet for software delivery, ClienTracs is simple to install, easy to use and has near-zero IT costs. ClienTracs is hosted in a SunGard Data Systems facility that is subject to SAS70 audits, FFIEC examinations, and third party audits. Both ClienTracs and the SunGard hosting site have written security policies that meet Gramm-Leach-Bliley security requirements.
Administration
Q. What administrative functionality is included with ClienTracs?
A. The ClienTracs Admin Tool allows your approved administrator to manage the system's deployment and use regardless of number of users. The administrator is given access to control user access, user preferences, cross-sell tables, roles and privileges and much more.
Getting Started
Q. How does a user get access to ClienTracs?
A. ClienTracs is deployed by way of e-mail to approved users. A new user will simply click on a link within the e-mail and download a browser-based application. The download will normally take only a few seconds with a high-speed connection.
Q. Is any training required to effectively use ClienTracs?
A. Although training is not required, it is recommended. ClienTracs provides a comprehensive training document for all users and includes a training package in the implementation.
Q. What involvement is required from my IT department?
A. In most cases, ClienTracs can be downloaded with no technical involvement from IT. You should request that IT understand the web-based application and approve it for use. Contact us to request a trial download.
Q. How quickly can we get started using ClienTracs?
A. You can typically begin using ClienTracs within one day of activation.
Reports
Q. What reports are available to me as a user?
A. All users have access to a number of standard reports such as New Business, Pipeline, Referrals Sent, Referrals Received and the Activity report.
Q. What reports are available to management?
A. Managers can have access to many of the same reports with summary information as the level of management increases. All of the reports are available as a "roll-up" report as well as "drill down".
Q. Can I request a report that isn't available as a standard report?
A. Yes, ClienTracs is happy to discuss your request with you. We may have your request as a report in development or you may be required to pay a nominal fee for ClienTracs to generate the functionality in the system. Once the report is active, you are free to use the report at any time as you would our standard reports.
Q. Can I export my report information out of ClienTracs?
A. Yes, all reports can be exported to Microsoft Excel®.
Data Importing
Q. How do I import existing data into ClienTracs?
A. ClienTracs is pleased to work with you on any required integration questions. We have the capability to quickly integrate with many of your existing systems. Please contact a ClienTracs account representative to learn about our list of standard imports as well as our custom import capabilities.
Learning More / Registration
Q. How can I learn more about the ClienTracs solution?
A. Please give us a call. An account representative will be pleased to provide an on-line demonstration of the ClienTracs solution using WebEx™. Call during business hours at 678-222-3402 or e-mail sales@clientracs.com.
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