{"id":2603,"date":"2017-07-10T11:09:23","date_gmt":"2017-07-10T18:09:23","guid":{"rendered":"https:\/\/cm-edgetun.pages.dev\/industry\/blog\/uncategorized\/how-merrill-corp-delivers-secure-services-with-cloud-technology-2\/"},"modified":"2021-01-26T01:34:29","modified_gmt":"2021-01-26T09:34:29","slug":"how-merrill-corp-delivers-secure-services-with-cloud-technology-2","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2017\/07\/10\/how-merrill-corp-delivers-secure-services-with-cloud-technology-2\/","title":{"rendered":"How Merrill Corp. Delivers Secure Services with Cloud Technology"},"content":{"rendered":"<table border=\"0\" width=\"100%\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td valign=\"middle\"><a href=\"https:\/\/enterprise.microsoft.com\/en-us\/blog\/microsoft-in-business\/real-stories-of-digital-transformation-find-your-inspiration-imagine-the-possible\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2017\/01\/mag_icon_right_0078d7_40x39.png\" width=\"40\" height=\"39\" \/><\/a><\/td>\n<td valign=\"middle\"><a href=\"https:\/\/enterprise.microsoft.com\/en-us\/blog\/microsoft-in-business\/real-stories-of-digital-transformation-find-your-inspiration-imagine-the-possible\/\">Engaging customers, Empowering Employees, Optimizing Operations, Transforming Product<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>In recent years, a new type of business opportunity has emerged in the financial industry for sharing sensitive information, bringing with it exciting ways to engage more fully with customers.\u00a0 Leveraging their hallmark customer-centric approach, Merrill Corp. began a fundamental shift in the way customers engage with their products, creating new solutions \u2013 and meaningful user experiences &#8212; enabled by leading technologies.<\/p>\n<p>From its origins as a financial printer nearly 50 years ago, Merrill has evolved to help firms globally securely protect, share and collaborate on their most sensitive and confidential content.\u00a0 Its industry-leading virtual data room, Merrill DataSite, ensures the right information is shared with the right people, leading to successful mergers and acquisitions.\u00a0 Merrill helps create and file initial public offering documents, as well as periodic financial disclosures required by the U.S. Securities &amp; Exchange Commission and other global regulatory bodies.<\/p>\n<p><iframe loading=\"lazy\" title=\"Video Player\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/videoplayer\/embed\/RWpmnK\" class=\"c-video\" frameborder=\"0\" width=\"960\" height=\"540\" allowfullscreen=\"true\"><\/iframe><\/p>\n<p><strong>Transformation to a Unified Process<\/strong><\/p>\n<p>Merrill had the vision of creating a single platform that could expand over time to accommodate several different use cases for secure content sharing.\u00a0 Rather than needing to work with several providers, Merrill\u2019s customers could upload content once, and use it for a variety of purposes at different times, while never compromising security.<\/p>\n<p>Merrill\u2019s digital transformation began in the latter half of 2015; and, although it appears at first glance to have happened quickly, from within the walls of Merrill there were challenges that made the company stronger and more resilient than ever.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-461466\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2017\/04\/embedded-3.jpg\" alt=\"Merrill Corp has seen dozens of solutions come and go\" width=\"892\" height=\"417\" \/><\/p>\n<p>The latest technology advances have allowed Merrill Corp. to take advantage of opportunities in the market and improve capabilities.\u00a0 Further, during this period of transformation, Merrill maintained focus on its customer-centric approach, and relied on the strength of their highly-trained service professionals to keep them on the map through their period of growth and development.<\/p>\n<p>A roadblock to achieving the vision was the siloed way in which Merrill had managed its business.\u00a0\u00a0 Each of its units was organized independently, each with its own strategies, products, and systems. Because of the fragmented structure, a single document could often be stored in four different repositories within Merrill alone. Different technology stacks leveraged competing solutions within the same company and a heavy infrastructure made it difficult to optimize performance and reliability. Externally, Merrill wasn\u2019t presenting itself as a unified company, so customers didn\u2019t understand its full set of capabilities.<\/p>\n<p>Ultimately, understanding priorities and being able to break away from traditional SLA turn-around times was critical to their success. Because of the evolving nature of architectures and designs, by the time Merrill got to a request, there might be new information that effectively changed the request or could potentially make it obsolete.<\/p>\n<p>\u201cBack then, the risk was \u201chow well can I respond at 2 am when I\u2019ve been woken up by the pager?\u201d explains Eric Schroeder, Director of Cloud Infrastructure.<strong>Changing Perceptions<\/strong><\/p>\n<p>With all of these pain points, Merrill had the foresight and vision to know that they would need to make some big changes to stay competitive in the fierce financial services market of the future. Last year, the company relaunched their brand, tying all the groups together under the \u201cMerrill Corporation\u201d identity. The company effectively transformed itself from a waterfall environment to an agile environment, and as a result, the rate of growth has been tremendous. For Merrill, the journey has meant new talent, new process, new technologies and a new way of thinking.<strong>Creating a customer-driven process<\/strong><\/p>\n<p>While the new organization is technology based, it remains also heavily customer-focused, viewing every customer&#8217;s need with a different lens. A law firm partner might have piles and piles of paper, where a junior associate only has a laptop. Millennials are typically more comfortable with technology, while buyers tend to be more comfortable with traditional workflow processes.<\/p>\n<p>Chief Product Officer, Thomas Fredell explains, \u201cWhat we found over time is that the needs of our customers have really shifted away from the traditional printing much more towards electronic mechanisms that allow them to communicate together more effectively, to share information in a secure way, and to get their most sensitive transactions \u2013 their most sensitive regulatory information \u2013 distributed communication done. Our identity has been changing.\u201d<\/p>\n<p>Merrill has embraced a fundamental shift in thinking that allows the company to use back-end research tools without losing the warmth of human interactions. Throughout its development processes, Merrill also uses quantitative and qualitative research that includes one-on-one and team interviews, online usability sessions, and real-time observations. In a single year alone, Merrill conducted more than 680 individual research sessions with customers, 85% of which were face-to-face. This was a dramatic increase from the 45 sessions per year it had conducted previously. Because of this customer-driven product methodology, Merrill has gained a more comprehensive understanding of its ecosystem, use cases, opportunities, solutions, and above all, their customer needs.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-461477\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2017\/04\/embedded-4.jpg\" alt=\"Tools and resources can vary by roles\" width=\"904\" height=\"393\" \/><\/p>\n<p>Because of this high level of engagement, the company can put out a product, have its customers use it, and then provide feedback about the problems they\u2019re solving. Engineers then make changes based on that feedback and reintroduce it, redesigned based on their experiences. As such, he desire to deliver the best customer experience is what drives their processes.<\/p>\n<p>\u201cWe want to be a utility for our customers\u2014something they don\u2019t think about, says Head of Global Product Management, Christian Idiodi. Everything we do supports a business process: raising money, buying or selling a company&#8230; Making it easy to use is foundational to our vision.\u201d<strong>Harnessing the Power of a Single Platform<\/strong><\/p>\n<p>The team at Merrill is seeing results, without a doubt. When they first began using the cloud in early 2016, it wasn\u2019t necessarily a \u2018transformation.\u2019 They simply took an application that had been running in an on-premises stack and got it working in Azure. That process took about three months, but it allowed them to break into a new market. Once this initial step was taken, there was no stopping Merrill on its journey of digital transformation. \u201cThe collaborative technologies have allowed us to bring a total solution to our customer, rather than just one end point or one off solutions,\u201d describes Chief Operating Officer, Rod Johnson.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-461470\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2017\/04\/embedded-5_v3.jpg\" alt=\"Merrill's goal is to create a more flexible way for people to reorganize their safe\" width=\"792\" height=\"375\" \/><\/p>\n<p>With Azure, Merrill Corp. can now harness the power of a single platform to support the lifecycle of a financial document, and about 5,000 mergers and acquisitions transactions every year. That includes compliance and financial documents that require highly specialized care and attention. It\u2019s the reason they are creating a secure repository. Christian explains its design as the difference between a filing cabinet and a safe. \u201cYou\u2019ve got filing cabinets, but you need a safe for your passports and most sensitive documents.\u201d Merrill\u2019s goal is to create a more flexible way for their customers to reorganize their safe, in a sense.<\/p>\n<p>Understanding the processes their customers use every day to raise capital has been key for Merrill\u2019s product team. Every product brought to market has been validated early and often throughout the process.<\/p>\n<p>The biggest difference between Azure and other cloud platforms is in its platform as a service (PaaS) features. \u201cWe\u2019ll look back in a year, and think about how slow things are now,\u201d Schroeder says. Merrill already runs 20 times faster than they did just eight months ago. \u201cWhen I hear people talk about cloud just being somebody else\u2019s datacenter I think they\u2019re missing the point, or they\u2019re working with the wrong partner, he explains. \u201cThey\u2019re missing the boat. And \u2018the boat\u2019 in transformation is the ability to truly respond to your customers quickly and try something new and let it fail quickly without having invested a whole lot in it.\u201d<\/p>\n<p>Although Merrill still uses the IaaS features of Azure, its process is completely different than it was eight months ago. With the old legacy systems, they pushed out code every five weeks. At present, new code is released daily.<\/p>\n<p>\u201cWe are introducing new tools in how we work, communicate, and collaborate,\u201d says Christian. \u201cWe\u2019ve gone from a traditional financial printer model to really this metamorphosis into a platform company.\u201d<\/p>\n<p>Johnson agrees, \u201cIn the past, our job was basically to process documents. Today, with the collaborative technologies that we have, we can bring our expertise and our knowledge to the table and help our customers in a way that is much more valuable than just processing documents for them. We can consult with them, we can advise them, and, using the technology, they can be much more efficient in the way they get their work done.\u201d<br \/>\n<strong>Leveraging Partnerships for Greater Problem Solving<\/strong><\/p>\n<p>Role-based access control, and other things Azure is doing and what others have built on Azure to solve problems have undoubtedly helped to accelerate Merrill\u2019s road map. Tapping into the technology, security, and expertise of its partners to solve problems opens Merrill Corp. up to a larger ecosystem and allows other companies to leverage its platform to solve their own problems, too.<\/p>\n<p>Further, Merrill itself changed how it works. New partnerships were formed within the company, and a new way to communicate and drive requests back and forth emerged. It changed the workflow almost entirely. \u00a0\u201cWe used to have silos of information that were created and recreated and recreated again, and now, with some of the collaborative tools of digital transformation, we can share data together; we can collaborate on data in a way that wasn\u2019t possible,\u201d Johnson says. His team works closely with other teams in product development, project management and security, all of which actively participate in planning meetings.<a href=\"https:\/\/msenterprise.global.ssl.fastly.net\/wordpress\/2017\/04\/embedded-1_v4.jpg\"><br \/>\n<\/a><\/p>\n<p>These changes are indicators of the massive culture shift that has taken place within the walls of Merrill Corporation. Eric Schroeder&#8217;s team scrapped the service catalog, and now everyone uses the same tools for workflow and works in the same sprint cadence. His risk assessment has changed from worrying whether he\u2019ll have the answer at 2 a.m., to ensuring he\u2019s done his due diligence, and whether the new tech is filling a warranted change. According to Schroeder, the most significant difference in how Merrill Corp. worked in the past and where they\u2019re headed is that as a whole it\u2019s changed its thinking from \u201cWhat can Merrill do?\u201d to \u201cWhat does Microsoft have that we can leverage?\u201d<\/p>\n<p>It\u2019s a mindset on which the leadership team philosophically aligns. \u201cWe use a lot of tools for our customers to consume as a part of our service,\u201d Chief Technology Officer, Brad Smuland says. \u201cThat\u2019s based on Microsoft. Part of what we offer is Word and Excel-based products, and there\u2019s a natural ability to take those desktop environments and connect them to the cloud-base site and really have a well-oiled ecosystem.\u201d<\/p>\n<p>From lawyers, bankers, and investors to enterprise corporations, Merrill\u2019s customers create documents, collaborate on them, review, make changes, manage approvals, and then file or distribute those documents. Working within Office 365, and collaborating online allows the company to quickly provide tremendous value without disrupting the tools and the comfort they have with Microsoft.<br \/>\n<strong>Looking to the Future<\/strong><\/p>\n<p>The leadership team at Merrill recognizes that the pace of innovation is accelerating, and acknowledges that speed and agility are key to their company\u2019s future. Things people only imagined\u2014machine learning, data science\u2014are becoming more common. To win and be different, Merrill\u2019s leadership team realizes that they need an ostensible platform that is open and flexible enough to provide value. Forward vision can\u2019t be focused too much on the technology, but instead must be crafted around capabilities, knowing that the underlying systems can change.<\/p>\n<p>Their key priorities now are bringing in the right talent, approaching and solving problems in the right way, and partnering with others who can provide a competitive advantage. Merrill Corp\u2019s leadership team has been very transparent about its overall vision, rolling out company-wide demos of all releases, and engaging with the entire organization. \u201cThere are so many things that Microsoft does that we can leverage, so that we can focus on what we do best,\u201d says Christian.<\/p>\n<hr \/>\n<p>Related Content<\/p>\n<ul>\n<li>Explore more amazing <a href=\"https:\/\/aka.ms\/realstories\">Real Stories of Digital Transformation<\/a><\/li>\n<li>Download <a href=\"https:\/\/aka.ms\/merrilexecslideblog\" target=\"_blank\" rel=\"noopener noreferrer\">Merrill Corp Executive Slide<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Several years ago, a new type of business model began to emerge in the financial industry, bringing with it exciting opportunities to engage more with customers.<\/p>\n","protected":false},"author":182,"featured_media":10482,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1545],"post_tag":[],"content-type":[351],"coauthors":[790],"class_list":["post-2603","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","content-type-customer-stories"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Merrill Corp. 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