JP Morgan Investor Services has launched what it claims is a first: a global, round-the-clock, telephone-based client support service. Follow the Sun provides Morgan clients with continuous technical and functional phone support through a rotating help desk that takes advantage of JPMorgan’s extensive, regional service center network in Dallas, Sydney, Tokyo, Singapore, Hong Kong and London. Follow the Sun callers conducting business after-hours in the U.S., for instance, may be supported by a customer service representative in Singapore. Local language experts are available, if necessary, making the service seamless to clients.
Follow the Sun uses industry best practices, like Voice-over-IP technology and Intelligent Call Routing to give clients a comprehensive phone support solution. Voice-over-IP technology, is a new, flexible technology that takes speech and routes it through a network to deliver it over the Internet. This feature gives agents the flexibility to connect from any location around world, removing dependency from local telecommunications services. Intelligent Call Routing lets the system direct calls based on country of origin or area code, so a caller in Germany will be routed to a native-speaking phone agent. Call routing also helps to balance call volume management. All of this is supported by a global Client Relationship Management (CRM) database, a call tracking system that records the caller’s questions so he or she won’t have to restate their case should they call back with the same inquiry.