Case Study: Raymond James achieves 50% faster issue resolution and improved client web experience with UserReplay

Raymond James - Customer Case Study

Raymond James Financial, a diversified financial services firm (founded 1962, NYSE: RJF) with more than 6,400 advisors and roughly 2.6 million accounts, relies on an Investor Access portal for client account access. The Client Services team struggled to monitor and recreate online sessions to diagnose errors—often escalating issues to Enterprise Services to sift through server logs—and needed a reliable way to replay client web sessions.

In June 2014 Raymond James deployed UserReplay’s session-replay software so Client Services and Enterprise Services can record and replay exact client journeys, identify the server involved, and resolve issues faster. About 30 employees were trained on the tool, and the support team reports it now obtains useful troubleshooting information in roughly half the time, improving the web experience and service delivery.

Raymond James

Abbey Ajanaku

Senior Applications Analyst