Biographical Information
Bob Puccinelli
Global Financial Services Solutions Manager, IIG division, EMC
Bob Puccinelli is global financial services solutions manager for EMC. Over the past 20 years, he has held a variety of positions in the BPM and ECM space, including industry analyst, business consultant and strategic marketer. He is a well-known industry speaker on various BPM and content management topics and has published a number of articles highlighting technology trends, components, practical application and benefits.
Articles by Bob Puccinelli
Case Management: A Better Way
01 Jan 2012
In the face of a turbulent economy and increasing competition, optimizing the process by which you engage new customers has become paramount. Improving this process—often referred to as new account opening (NAO) or customer on-boarding—can help to ensure customer satisfaction and increase the revenue that flows from high customer retention. Getting the process wrong can have dramatic negative consequences. Consider this example: A global currency exchange trading firm experiencing exponential growth found it difficult to streamline the NAO process because of several business and technology impediments. Manual processes that involved multiple databases were struggling to handle increased volumes, resulting in system downtime, poor productivity and declining customer satisfaction. . . .