Client Communications – Morgan Stanley Smith Barney Effectively Transitions Clients to MSSB Online

Alex Filiaci by on Jul 09, 2012

altFriday was the final day for Smith Barney clients to access SmithBarney.com as Morgan Stanley Smith Barney completed the transition of client accounts to MSSB Online. MSSB did an excellent job of educating Smith Barney clients about the transition, highlighting key dates and offering consistent, timely updates throughout the process. Let’s take a look at the different ways the firm communicated important information to Smith Barney clients during the transition:

Transitioning to MSSB Online Sitelet

MSSB released an educational sitelet on the public site as early as December 19, 2011, nearly seven months in advance of the transition. The Transitioning to MSSB Online sitelet offered a detailed comparison of SmithBarney.com and MSSB online, a transition checklist, and series of helpful FAQs. In 2012, the firm would rebrand the sitelet as the Transition Center and use it as a key online education resource during the transition process.

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Transitioning to MSSB Online Sitelet
 

Transition Email Update

On June 19, 2012, the firm emailed Smith Barney clients informing them that the Total View account aggregation service would be fully replaced by MSSB’s OneView. Similar messaging was posted to the client website dating back to September 2011. Smith Barney clients had access to OneView for several months prior to the transition date, providing them with ample time to enroll on their own.
 

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Transition Email Update
 

Final Reminder Email

On Monday, July 2, 2012, the firm sent out a final reminder email to clients whose accounts would transition at the close of business on July 6. In the email, the firm indicated that their accounts will use the same user name and passwords and included a prominent link to the Transition Center.
 

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Final Reminder Email