A bit of background

Founded in 1962 and a public company since 1983, Raymond James Financial, Inc. is a diversified financial services holding company. In addition to investment banking and asset management, their subsidiaries are engaged primarily in investment and financial planning.

Clients of Raymond James log in to their online accounts via an ‘Investor Access Portal’ on the website. As a company renowned for excellent customer service, a crucial part of the Raymond James online experience is to understand how clients use the Investor Access website.

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