Aptean Case Studies The Expansion from Customer Service Into Financial Crime Prevention

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	The Expansion from Customer Service Into Financial Crime Prevention Aptean

The Expansion from Customer Service Into Financial Crime Prevention

Aptean

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Fraud Detection Regulatory Compliance Monitoring
Services	System Integration Training
Challenge	St. James’s Place Wealth Management, a FTSE 100 company, was struggling with managing their financial crime prevention cases. They were using a combination of Excel spreadsheets and email to manage their case workload. The case data was spread across multiple spreadsheets, making it difficult to find critical information. The manual process of logging and tracking cases was inefficient and prone to errors. The team had limited ability to control access to sensitive information, which was not ideal for storing the sensitive information found in financial crime cases. The team needed to pull Management Information (MI) and reports based on the data in their spreadsheets, which was time-consuming, subject to human error, and resulted in inconsistencies. Read More
About Customer	St. James’s Place is a wealth management company established in 1991. It provides advice on building capital, managing money and businesses, and protecting against financial risk. The company is a FTSE 100 company which provides wealth management and financial planning solutions to individuals, trustees and organisations. St James’s Place Wealth Management’s Financial Crime Prevention Team manage the corporate responsibilities for all aspects of financial crime prevention. Part of this involves the logging and maintenance of an effective record keeping system to help meet this requirement. Read More
Solution	St. James’s Place decided to implement Aptean Respond, a case and feedback management solution, to manage their case workload. The system went live just three months after the requirements gathering was finalised. The transition to Respond was smooth, with St. James’s Place working alongside their Aptean Account Manager to ensure a smooth installation. The team received training sessions from Aptean’s Customer Solutions team so they were well placed to immediately start logging and investigating cases in the system. Respond allows the team to set up tasks for them to review in an allotted timeframe, such as in 6 months, ultimately helping St James’s Place to meet their regulatory requirements. Reports can be set up in Respond to export only the data necessary, and so with a click of a button St James’s Place can have a full report ready for disclosure to the authorities. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Fraud Detection

Regulatory Compliance Monitoring

Services

System Integration

Training

Challenge

St. James’s Place Wealth Management, a FTSE 100 company, was struggling with managing their financial crime prevention cases. They were using a combination of Excel spreadsheets and email to manage their case workload. The case data was spread across multiple spreadsheets, making it difficult to find critical information. The manual process of logging and tracking cases was inefficient and prone to errors. The team had limited ability to control access to sensitive information, which was not ideal for storing the sensitive information found in financial crime cases. The team needed to pull Management Information (MI) and reports based on the data in their spreadsheets, which was time-consuming, subject to human error, and resulted in inconsistencies.

About Customer

St. James’s Place is a wealth management company established in 1991. It provides advice on building capital, managing money and businesses, and protecting against financial risk. The company is a FTSE 100 company which provides wealth management and financial planning solutions to individuals, trustees and organisations. St James’s Place Wealth Management’s Financial Crime Prevention Team manage the corporate responsibilities for all aspects of financial crime prevention. Part of this involves the logging and maintenance of an effective record keeping system to help meet this requirement.

Solution

St. James’s Place decided to implement Aptean Respond, a case and feedback management solution, to manage their case workload. The system went live just three months after the requirements gathering was finalised. The transition to Respond was smooth, with St. James’s Place working alongside their Aptean Account Manager to ensure a smooth installation. The team received training sessions from Aptean’s Customer Solutions team so they were well placed to immediately start logging and investigating cases in the system. Respond allows the team to set up tasks for them to review in an allotted timeframe, such as in 6 months, ultimately helping St James’s Place to meet their regulatory requirements. Reports can be set up in Respond to export only the data necessary, and so with a click of a button St James’s Place can have a full report ready for disclosure to the authorities.

Impact #1	Centralized 'single source of truth' for all case data
Impact #2	Case type-specific workflows for easy logging and tracking
Impact #3	Sensitive information securely stored within Respond

Impact #1

Centralized 'single source of truth' for all case data

Impact #2

Case type-specific workflows for easy logging and tracking

Impact #3

Sensitive information securely stored within Respond

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Overview

The Expansion from Customer Service Into Financial Crime Prevention

Operational Impact