Client Support

The Bank of New York Mellon Treasury Services: Delivering the Best Service in the Business
The Bank of New York Mellon Treasury Services dedicates significant time and resources to ensuring a smooth and timely implementation of products and services for our customers. To help us meet your needs and expectations, we have created a Customer Implementations Group, which specializes in the implementation of individual products as well as overall cash management solutions.

Our Implementation Process
Using a project management approach, a Treasury Services Implementation Team works with you to implement your optimal cash management solution. An Implementation Project Manager is responsible for coordinating the activities associated with your implementation. The Project Manager is accountable for the overall project and serves as your main contact throughout your implementation.

Implementations generally consist of four phases:

• Pre-implementation: Includes kick-off meeting, sharing of requirements and capabilities and project planning activities.
• Analysis: Includes customizing your project plan, data gathering and finalizing requirements.
• Core-implementation: Includes file format development, communication and application testing (if appropriate), operational setup, training and services turned live.
• Post-implementation: Includes turnover to Treasury Services' Customer Service area, as well as requesting post-implementation feedback.

Your Feedback Helps Us Improve Our Service to You
The Bank of New York Treasury Services continually looks for ways to improve its products and processes. At the end of the implementation, we solicit your feedback about our implementation process. Many of our process improvements are a direct result of customers' suggestions.

Ongoing Customer Service
When the implementation is completed, an official "hand-off" takes place between the our Implementation Team and your Client Support Officer (CSO) to ensure that your ongoing servicing needs will be fully met. Our CSOs are experienced professionals dedicated to meeting their clients' needs. Averaging more than 20 years of experience with The Bank of New York Mellon, each CSO is key to building strong and lasting customer relationships. Our CSOs have electronic access to information about your company and cash management system, and they understand your unique processing requirements.

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Training Support
The Bank of New York Treasury Services offers a wide variety of training materials, ranging from specific product overviews to detailed user manuals. iTelecash®, Treasury Services' online information reporting and transaction initiation service, includes an extensive online help facility.