Technology is becoming a central issue at investment firms as they strive to provide the highest level of customer satisfaction, The Wall Street Journal reports. In one example, Hoard Client Systems has developed a program that allows users to use a digital pen on special “paper” that allows mass-produced missives that have the look of the personal touch. On a grander scale, Wachovia has a computer-operated system that ensures clients are contacted 15 times during the first three-months of their association with the company, and SmithBarney has a desktop system that makes it easier for its adviser to keep track of their clients. Client satisfaction is serious business; a study by CEG Worldwide found that wealthy investors described as being very satisfied were contacts 28 times in one way or another in the course of year; the most dissatisfied customers were contacted only 17 times.