FIIS Business Applications Overview

1. FIIS Business Applications Overview Upon completion of this course you will be able to identify specific FIIS departments, the applications they use and understand how the applications are used. You will review the following FIIS Business Units: Marketing Distribution Client Services

2. Insert visio department relations

3. Marketing Department • The Marketing department focuses on implementing the initiatives necessary to acquire new advisors, develop strong and lasting relationships with our current base, and improve our retention efforts for high value advisors. The campaign may consist of letters, e-mails, faxes and newspaper and/or television advertisements as well as events. The marketing department creates campaigns for new products and service enhancements to existing products. The campaign is distributed to Investment Professionals and Institutional clients.

4. Marketing Department Applications MAXX - is a workflow tool to track the planning and creation of marketing collateral and events. OMO (Oracle Marketing Online) - manages the project of campaign distribution to Investment Professionals and Institutional Clients.

5. MAXX Each marketing collateral piece or event is managed as a project using the application MAXX. As each milestone is accomplished MAXX is manually updated. • MAXX will track the milestones of the Marketing collateral or event. FIIS Marketing representatives will update MAXX as follows: • Cost of milestone • Design Drafted • Design Reviewed • Design Approved • Marketing collateral sent out for printing Marketing Collateral Event MAXX Screenshot

6. OMO The campaign process, the collateral pieces and/or events as well as the client list associated with each will be managed using the application OMO . The marketing campaign is distribution to Investment Professionals and Institutional Clients OMO is used by various groups within marketing. OMO is used by the campaign group to manage their processes and the client lists associated with a campaign. OMO is used by the meetings and events group to manage their processes and lists associated with a meeting or event. Insert OMO screenshot?

7. Marketing Assessment • True or False • MAXX manages the project of distributing the marketing campaign to the Investment Professionals and Institutional Clients. FALSE • Intermediary and Investment Professional clients received collateral events created by the Marketing Group. TRUE • OMO manages the project of distributing the marketing campaign to the Investment Professionals and Institutional Clients. TRUE

8. Back to Start to select Distribution Insert full diagram with Distribution Highlighted

9. Distribution Group FIIS Distribution is comprised of the Advisor Distribution Group (ADG) and the Institutional Distribution Group (IDG). Once the marketing collateral is disseminated FIIS Distribution will begin their role of selling the new FIIS product or service enhancement. The Distribution groups are comprised of FIIS Inside Sales and FIIS Field Sales who work as a team to market FIIS products and programs and provide sales support to investment professionals and intermediary firms. The Advisor Distribution Group (ADG) provides sales and relationship management support to Advisor Broker/Dealer Clients and prospects. Fidelity Advisor products and programs are distributed through FIIS’ Sales Force to Investment Professionals. The Institutional Distribution group (IDG) is responsible for the development and management of relationships with senior management, home office contacts, and various decision makers at intermediary firms that sell FIIS products and programs to their clients.

10. Field Sales vs. Inside Sales Each distribution group has a Field Sales group and a Inside Sales group. • Characteristics of FIIS Field Sales: • Live in their territory • Face-to-face point of contact for intermediaries in their territory • Partners with Inside Sales to distribute FIIS' products and programs to the intermediary marketplace • Characteristics of FIIS Inside Sales: • Work on the Sales Desk in Smithfield • Educate prospects and sellers about FIIS' products and programs via the telephone • Partners with Field Sales to increase sales levels

11. Distribution Applications Overview PCM+ (Pocket Contact Manager) – is a hand held contact management/customer relationship management application used by FIIS Field Sales ICM+ (Integrated Contact Management) - is a lap top contact management/customer relationship management application used by FIIS Field Sales. World Class - is a Customer Information Management application used by the Inside Sales forces at FIIS. Advisor.Fidelity.com - is a secure Fidelity Web site that provides detailed account, product, and pricing information as well as account administration and trading capabilities for Fidelity Advisor clients. (previously known as AdvisorXpress). FERMS (Fidelity E-mail Response Management System) - is an aplication used by the Risk Management group to review inbound and outbound email correspondence for FIIS Inside and Field sales.

12. PCM+ PCM+ (Pocket Contact Manager) – 1700 Samsung Pocket PC (PDA) Fidelity created for the Field Sales Representative to track their interactions, create enhanced profile information, and look up IP data. Insert PCM+ image • PCM+ provides the following tools to Field Sales representative: • Call Reporting for Personal IP Interactions • Fact Sheets • Locate IP’s sales numbers and phone number for top segmented IP’s

13. ICM+ ICM+ is an application to capture interactions with Fidelity Advisor Clients and to assist the wholesaler in making effective business decisions resulting in a more productive sales force. • ICM+ will support the following: • Call Reporting for Investment Professional Interactions • Firm Call reports for Institutional Firm level conversations • Analysis of client activity within sales territories Insert ICM image

14. World Class World Class is a tool used by FIIS Inside sales to capture interactions with Fidelity Advisor Clients. World Class will assist the wholesaler in making effective business decisions resulting in a more productive sales force. • World Class will support the following functions: • Track Fidelity Advisor client interactions • Provide sales information to FIIS Inside Sales about an Investment Professional • Create hypothetical fund combinations for an Investment Professional Insert world class screenshot

15. DATA Synchronization The FIIS Inside Sales data synchronization between WorldClass and the FSA Database happens nightly. Once per week the FIIS Field Sales representative will connect to the Fidelity network in order to synchronize data between PCM+, ICM+ and the FSA Database.

16. Advisor.Fidelity.com Advisor.Fidelity.com provides Fidelity Advisor clients with 24-hour access to information that will assist with prospecting and sales, trading and service, as well as professional development. • Fidelity Advisor Customers can log onto the site and take advantage of the site resources such as: • Pricing and Performance information • Account administration • Trading • Literature • Products • Planning tools • Services Can we create a click here for AFC facts box? Insert Advisor.Fidelity.gif

17. How many FA Investment Professionals are registered to the site vs. total FA Investment Professionals? In regards to those registered on the site, I can run a report if you don't already have this. Also, this will dramatically change with next month's expired user purge. Approximately 50k Ips have gotten an ID, 5k of those are active on the site. Daily number of hits or an average on a weekly/monthly basis? The active usually hot 1-2 times a month What are the top 3 reasons Investment Professionals go to the site? Pricing and performance, literature, balances, trades Shareholders use the site more often. 120k have ids. 45,000 hits per month.

18. FERMS Communication in the Financial Services Industry is regulated by NASD and SEC rules and regulations. FIIS Distribution, Inside and Field sales, will often communicate via e-mail with FA Investment Professionals and Institutional clients. To ensure Fidelity Investments Representatives are compliant with NASD and SEC rules and regulations Fidelity Investments developed FERMS (Fidelity E-mail Response Management System) to monitor email communication. • FERMS will support the following: • Review the inbound and outbound email correspondence for inside and outside sales groups • Provide feed back to sales management on the wholesaler email behavior i.e. identifying wholesalers who may not be complying to industry standards • Generate reports to analyze and monitor the email review process FERMS is essential to ensure that the sales groups are compliant with SEC and NASD standards.

19. Distribution Assessment • Data Synchronization • World Class • FIIS Field Sales • FERMS • PCM+ ___ Partner with Inside Sales to distribute FIIS' products and programs to the intermediary marketplace ____ is a hand held contact management/customer relationship management application used by FIIS Field Sales. ____is a Customer Information Management application used by the Inside Sales forces at FIIS. ____is required for the Field Sales force to complete once per week.

20. Department Relations diagram – Client services highlighted Select client services from objectives page

21. Client Services The Client Services group supports the business role of FIIS by providing transaction processing and record-keeping for the transfer agent, Fidelity Investments Institutional Operations Company, Inc. (FIIOC), as well as intermediary support and relationship management for FIIS clients. Two of the business units in Client Services are Transaction Processing and the Advisor and Institutional Call Services.

22. Client Services Applications Overview XTRAC -The FIIS image and workflow distribution system for Transaction Processing. DART (Direct Access Reporting and Trading) - is the Institutional Mutual Fund Transfer Agent record keeping mainframe system used to maintain shareholder mutual fund account information and to process transactions on customer accounts. eDART - is a web based application to establishing new accounts. IRIS (Integrated Relationship Information System)- software application within the FSA database environment which enables the end user to improve the quality of data in FSA by providing reconciliation and maintenance routines for specific client level information. TOPS (Transaction Order Processing System) - is a FIIS owned product that interfaces National Securities Clearing Corporation (NSCC). Millennium - is an application for tracking client service interaction, monetary and clerical transaction processing. OLR (OnLine Reference) – is a web based reference site that contains FIIS’ policies and procedures. FIISVIEW – GUI application being developed for FIIS to streamline accessing multiple applications.

23. XTRAC • The FIIS image and workflow distribution system for Client Services is XTRAC. XTRAC facilitates the storage, routing and processing of transactions. It also provides an Interapp and correspondence function that is integrated with DART. • XTRAC will support the following: • Transaction Processing Workflow • Work Item distribution • Correspondence from Client Services Click here to see Xtrac Workitem XTRAC will distribute the work item a Transaction Processing associate for processing. Call Center associates will use XTRAC as a research tool. They will search and confirm that client paperwork has been received and the request completed by Transaction Processing.

24. DART The mainframe used by FIIS Client Services to process monetary and clerical updates to client accounts is DART. • DART contains the following: • Investment Professionals • Institutional Clients • Shareholder Information • Fund Information • Client Accounts • Account trades Click here for DART screenshot The Advisor and Institutional Call centers will update DART based on the customers phone calls. Transaction Processing will complete the request based on the paperwork submitted to FIIS and scanned into XTRAC.

25. eDART eDART is a web based application to establish new accounts and add funds to an existing account. New accounts were formerly established on DART using multiple screens, fields and keystrokes. eDART reduced screens fields and keystrokes in an effort to decrease errors during the data entry for a new account. Fidelity Advisor Customers submit applications to establish new accounts and add funds to existing accounts. Click here for eDART screenshot Transaction Processing associates will use eDART to establish new accounts and add funds.

26. IRIS IRIS is used by Transaction Processing to help reconcile and maintain Fidelity Advisor Investment Professional and Institutional Client information. Fidelity Advisor Investment Professionals and Institutional clients will submit written requests to FIIS Transaction Processing. • IRIS Supports the following transactions: • Consolidates Broker Dealer, Branch and Investment Professional information • Add Investment Professional and Institutional Clients • Edit Investment Professional and Institutional Clients • Reconcile trades for Investment Professional and Institutional Clients Click here for IRIS screenshot

27. TOPS TOPS (Transaction Order Processing System) is a FIIS owned product that interfaces with the NSCC (National Securities Clearing Corporation) Fund/SERV system. The system translates and edits incoming NSCC trades, then releases the orders to the DART system for transaction order processing. • TOPS supports the following transactions: • Account Registration • Trade Order Entry • Trade Confirmation • Trade Settlement Insert TOPS Main Menu National Securities Clearing Corporation (NSCC) is the nation's largest provider of centralized clearance, settlement, and information services to the financial services industry. In FIIS, most mutual fund trades that initiate through NSCC's Fund/SERV system are processed automatically. Trade data is received by FIIS through the TOPS system. TOPS performs error checking on the trade and converts it to a record format acceptable to DART.

28. Millennium The Advisor and Institutional Call Center utilize the Millennium applications. Investment Professionals, Intermediary Clients and Individual shareholders contact the FIIS Call Center. Call-Logs are opened using Millennium to capture information about the client call such as, contact information, trade details, and inquiry details. • Workstation components include: • Navigator • Account Detail Viewer • Trader • Screen Pop • Dividend Calculator, Dilution Calculator, and As of Balance Calculator Insert Millennium picture

29. OLR (OnLine Reference) OLR is the primary source of reference for Client Services associates and contains comprehensive information on FIIS' policies, procedures, products, and systems. • The tabular structure of the application is to group topics into similar subject areas. Some additional pieces of functionality include: • A search engine to search the content of the site for specific topics of interest. • A rolodex containing useful departmental phone numbers. • A glossary containing definitions for industry terminology. OLR screenshot OLR should be considered a job aid, but it can also be used as a learning tool to become familiar with the various policies and procedures, terms and definitions

30. What is FIISView? Organizations within FIIS from Client Services to Sales use a multitude of internally developed applications to perform their job functions. To streamline the process of accessing and updating information, FIIS is developing a GUI application called FIISView that will allow access to multiple FIIS applications through a single portal or desktop. FIIS View will enable representatives to efficiently provide service to a customer by providing pertinent information for all of the customer's relationships with FIIS. Thereby creating a client experience which will distinguish FIIS from its competitors • Satya – can we have the different applications load into FIISView when clicked? • XTRAC • DART • Edart • IRIS • NSCC/TOPS • Millennium • FIISView will empower FIIS associates to: • View an Investment Professional or Institutional client’s entire book of business • Understand and assess a client's needs • Respond to their needs in a uniform and efficient manner

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32. Client Services Assessment • Selection the application that matches the definition. • Web based applications used to establish new accounts: • DART • eDART • Millennium • OLR • Primary source of reference for FIIS’ policies and procedures: • NSCC/TOPS • eDART • XTRAC • OLR • The system translates and edits incoming NSCC trades, then releases the orders to the DART system for transaction order processing. • DART • TOPS • Millennium • IRIS

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34. Final Assessment Match department & Application • This group is comprised of wholesalers (Field Sales and Inside Sales) who work as a team to market FIIS products and programs and provide sales support to investment professionals and intermediary firms. • This group supports the business role of FIIS by providing transaction processing and record-keeping for the transfer agent, Fidelity Investments Institutional Operations Company, Inc. (FIIOC), as well as intermediary support and relationship management for FIIS clients. • This group focuses on implementing the marketing initiatives necessary to acquire new advisors, develop strong and lasting relationships with our current base, and improve our retention efforts for high value advisors. • Client Services • Marketing • Distribution

35. Match Application & Purpose • This application manages the project of distributing the Marketing campaign. • The FIIS image and workflow distribution system that facilitates the storage, routing and processing of transactions. • To streamline the process of accessing and updating information, FIIS is developing a GUI application that will allow access to multiple FIIS applications through a single portal or desktop. • This application is the Institutional Mutual Fund Transfer Agent record keeping mainframe system used to maintain shareholder mutual fund account information and to process transactions on customer accounts. • This application is used by the Risk Management group to review inbound and outbound email correspondence for the inside and field sales groups. • This application is a web based used for establishing new accounts. • DART • FERMS • MAXX • OMO • eDART • XTRAC • FIISView

36. Course Conclusion • Congratulations on completing FIIS Business Applications Overview. • The goal of this course has been to identify specific FIIS departments, the applications they use and understand how the applications are used. • You can find detailed information on the FIIS departments using the link below: • http://fnw.fmr.com/fiisnet/departments/index.html • Additional Resources • OLR • Advisor.Fidelity.com