A bit of background

Through its three broker/dealer subsidiaries, Raymond James has more than 6,400 financial advisors serving approximately 2.6 million accounts in more than 2,600 locations throughout the United States, Canada and overseas.

The challenge

Prior to UserReplay, Raymond James’s Client Services team found it difficult to monitor or recreate client sessions to ensure a high-quality service experience. To trace any problems that emerged, the Client Services team would pass on client queries to their Enterprise Services team who would then sift through information on web servers. To simplify and expedite this process for the benefit of clients, Raymond James required a solution to replay web sessions.

"Working with UserReplay is wonderful. I’ve worked with a number of UserReplay associates to ensure a successful deployment and continued usage."

Abbey Ajanaku Senior Applications Analyst

Success story

Replay, report on and fix instances of fraud

Obtain useful information to ensure an exceptional web experience in half the time

Record client journeys on the website, which can be replayed if a client reports an issue

30 employees trained on UserReplay , 20 in Client Services and 10 in IT support departments