CASE STUDY

Transforming financial security with intelligent network defense

Explore how prioritizing people in cybersecurity and program management enhances business resilience and client trust

Project Overview

Merrill Lynch partnered with MicroAgility to:

Enhance network security and provide comprehensive program management for millions of clients across the USA

Merrill Lynch, founded in 1914, is a trusted partner in helping people achieve their financial dreams.

They're a community of dedicated advisors, working to provide personalized guidance and support to families nationwide. Their local presence allows them to understand and nurture the financial health of communities across America, one relationship at a time.

The stats of Merrill Lynch

Trillions in client balance

19,000 Financial advisors

Millions of client households served

THE Fact

In 2024, 82% of people say feeling safe and understood is their top priority in managing their finances

The Core Problem We were tasked with

The problem:

Merrill Lynch’s clients and advisors faced online safety concerns and stressful, complex financial management processes.

  1. Multiple security hurdles frustrated clients trying to access their accounts and advisors aiming to help, highlighting the need for a simpler, unified program management approach.
  2. Outdated systems made it hard for advisors to provide the personal, efficient service clients deserved, while scattered project efforts delayed much-needed improvements.
  3. Lack of clear project management and security practices left everyone feeling uncertain, leading to delays, wasted efforts, and growing anxiety about the safety of people's financial futures.

Key Stats

Additional challenges to overcome

01

Aligning diverse teams on a shared vision of client-centric security while establishing unified program management practices across the organization

02

Balancing stronger protection with the efficient service people expect, all while keeping projects on track and using resources wisely.

03

Meeting financial regulations and empowers clients and advisors through strong program management.

04

In a nutshell

The problem was twofold

People were losing faith in the safety of their financial information, while those trying to help them were held back by outdated tools and disjointed project management efforts.

Implementing the Solution

The solution:

We developed a Global Perimeter Defense Program that not only protects information but also strengthens the trust between people and their financial guides.

Our comprehensive program management strategy brought everyone together with a clear plan, using PMI methodologies to overcome delays and set achievable milestones. This ensured timely delivery of improvements.

By consolidating security checkpoints through careful project planning, we created a smooth and safe path for all online interactions. This better shields people's sensitive information from threats.

We established user-friendly security protocols within a structured project framework, allowing for quick and secure handling of people's needs, making every interaction more personal and reassuring.

OUR WAYS

Strategies employed

01

Provided comprehensive program management services, ensuring all teams aligned on client-centric security goals

02

Developed a centralized network architecture enhancing security without compromising personal service.

03

Implemented collaborative project management tools integrated within the overall program structure.

04

Coordinated cross-functional teams to ensure technical excellence and positive human impact.

05

Conducted empathetic testing within sprint cycles, measuring performance, satisfaction, and project timelines.

15 Systems United

Integrated seamlessly

Millions of Daily

Interactions processing capacity

Tech & PM Stack

Safely handled User-Friendly Tech, PMI, Agile Methods

THE RESULT

Impact that speaks volumes

Our improvements drive real change, enhancing how people experience and trust their financial services, and exceeding expectations.

THE OUTCOME

The Global Perimeter Defense Program secures financial interactions and simplifies advisors' tasks.

Every account check or advice request is now protected and handled more efficiently. We safeguard over many savings, managed secure interactions daily

Here is how it impacted the people involved

Grassroots Level

The impact on their customers

By tackling security threats and project management issues, Merrill Lynch saw big improvements in how they operate and how satisfied their team is. The new centralized security system and structured program management approach streamlined work, reduced problems, and helped the company adapt more quickly to what clients need.

Work became more efficient, and costs related to cybersecurity dropped

Efficient Threat Management

Cost Reduction in Security Operations

Improved Regulatory Compliance

Increased Operational Efficiency

Organizational Level

The impact on the client

After worrying about the safety of their financial information, clients now feel a sense of security and ease. With new safety measures and smoother processes in place, people now enjoy quicker, safer financial management with greater peace of mind.

Clients said they feel more confident in Merrill Lynch's ability to protect their financial future.

Improved Data Protection

Enhanced User Experience

Increased Trust in Online Services

Quick, Secure Access to Information

"Our Global Perimeter Defense Program has transformed how we protect our clients' dreams and empower our advisors. It's not just about secure systems—it's about building trust and enabling our team to provide exceptional care."

Chief Security Officer

Here's what we can learn from this case study

Implementing a centralized security system, guided by expert program management, shows how crucial it is to put people first in the financial world. By focusing on building trust and empowering both clients and employees through well-structured, efficient processes, financial institutions can protect assets, enhance their reputation, and create a more satisfying experience for everyone in our increasingly digital age.

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