Getting the most out of your premium support contract- Work Session

Getting the most out of your Premium support contract

Premium support

Dries Watteyne

24 November 2014

Logistics

• Focused on Premium customers

• 90 minutes session

• Presentation: information from SWIFT

• Sharing & feedback: split groups using voting cards

• Feedback

Getting the most out of Premium support – 24 November 2014 – Confidentiality: Public 2

Objective

• Learn

– How to get the most out Premium Support features

– How SWIFT address your needs

– How to get correct attention at the right time

• Share

– Feedback on the service

– Review satisfaction survey


Agenda

Section

Overview of Premium support

Call & Problem management (reactive support)

Problem preventive / Reducing operational risk

Questions & feedback


Standard (/Plus) Premium Premium Plus Premium Custom

Community support

• Infrastructure health check • Troubleshooting training

onsite • Cases routed to dedicated

team • Case reviews with named

support contact • Online Operations

Monitoring tool • Premium Services Forum,

Premium monthly newsletter

• Business continuity rehearsals

• Service Manager

• Regular service meetings focusing on proactive support including health check follow-up

• Joint incident escalation - Escalation Manual

• Command Centre attention

• Customer knowledge transfer to support team

• Support usage and connection availablity reports

• Incident management process for blocking situations and SMS incident notification

• Message monitoring and alerting of LTs, SNLs, queues

• Emergency onsite support

Provides bespoke

services on top of our

Premium Plus service

• Additional components to be monitored

• Additional locations to be covered

• Additional tasks to be performed

• Additional customised reporting

• Extended health checks

Includes Standard Plus

features

Includes Premium features Includes Premium Plus

features • Customer portal • Knowledge Base • Self-help guide • Download centre • Billing information online • Operational status

on swift.com • Incident/crisis report on

swift.com • Download centre access • Billing information • 24 by 7 support

• Phone support • Configuration browser • Connectivity monitoring

& alerting

Standard support:

Standard Plus support:

Provides preventive

support to help customers

maintain a fully functional

environment

Delivers high levels of proactive

support and personalised

incident management for highly

resilient infrastructures

Overview of the different service features


Reduces your operational risk

Increases your resilience

Gives you a good case overview

Reduces your TCO

Faster response times

PREMIUM support

Why PREMIUM support package


Provides preventive support to help customers

maintain a fully functional environment

Focus on Premium service features

• Reactive support – Cases routed to dedicated team

– Case reviews with named support contact

• Problem preventive / reducing operational risk – Infrastructure health check

– Troubleshooting training onsite

– Business continuity rehearsals

– Premium monthly newsletter

– Premium Services Forum

– Online Operations Monitoring tool


Features – in order of importance

Real-time monitoring of your traffic from a technical andoperational perspective (throughput, data sizes exchanged,…

SWIFT conducts yearly disaster tests to enable yourorganisation to test the impact of certain events on your…

Receive quarterly an oversight of your open cases in Support.

Providing recommendations and guidelines to help thecustomer maintain the SWIFT environment, to troubleshoot…

Health checks to identify operational risk and allowing to takeadequate proactive actions.

swift.com online services (Knowledge Base, Case Manager,e-ordering, documentation, ...).

Possibility to contact skilled technical staff at SWIFT tohelp/solve technical problems.


Agenda

Section






Reactive support

How is it organised at SWIFT?

• Cases routed directly to the Key Client support team

– +/- 30 people focusing • Call&Problem management for all Premium suite customers

• Named support contact activties

• Health check reporting

• Implementation activities

– Follow the sun principle to ensure 24x7 coverage

• Management escalation


SWIFT Support organisation

Centre of Expertise support (COE)

online Case Manager / Knowledge Base Telephone support

Americas

support Asia Pacific

support

EMEA

support

follow–the-sun support model

24 * 7 * 365

IT Operational support


Reactive support

How is success/failure measured?

• Main KPIs based on customer satisfaction

• Metrics on phone/case handling

– First contact resolution

– Mean Time To Resolve

– Average call wait time

– # of abandoned calls

• Case closure vs. case resolution (Solution provided)


Named Support Contact

Monitor

exposure and

manage risk

Refine market

share

assessment

Quarterly review

of your reported

cases

Has a good

understanding

of your

infrastructure

Performs a

coordination role


Reactive support

Named support contact

• What is he/she supposed to do:

– Coordinates the delivery of the service

– Quarterly review meetings + Health check

– Contact for internal queries

– Assist/guide team members

• He/she does not:

– Guarantee 24x7 availability (no backup)

– Replacement of the case manager


Reactive support

How would you rate it?

• Quarterly meeting / case reviews:

– Call & Problem management

– Named support contact

• Immediate feedback?

• Table discussion (max 5 min) – scale 1-5

– How would you rate it today?

– And why?


Reactive support

How did you rate it?

• Survey results

3.95 4.00 4.05 4.10 4.15 4.20 4.25

I am satisfied with the overall performance of thesupport that SWIFT provides

How satisfied are you with the quarterly casereviews & meeting provided by the named…


Reactive support

How to get the most out of it?

• By default use the case manager

• Blocking issues => call SWIFT support

• Avoid e-mail usage => these cases are minor!

• Set the correct urgency/impact

– Not all cases are low/minor

– Not all cases are high/blocking


Reactive support


• Provide evidences and accurate data

– Date/time/timezone

– xxx_supportinfo

– Technical and business impact

• Troubleshooting course !

• Support analysts are focusing on fixing the problem


Reactive support


• Share planned changes:

– During Quarterly review meeting

– Configuration browser updates

• Use the case review report

– To identify trends in case handling

– To report (un)satisfaction

– Problem investigation takes time => resiliency?

• Use the Health check report recommendations


Agenda

Section






Proactive support

What is delivered?

• Health check planning

– Data collection + questionnaire

– Preparation

– Report review

– Report delivery

• Troubleshooting training

• Online monitoring tool (traffic)

• Monthly newsletter

• Business continuity rehearsals


Health Checks – process?

Customer SWIFT Engineer

Data transfer to SWIFT

Data validation & analysis

Pre-visit:

Questionnaire &

Scripted data collection

on-site Health check debrief

Health check report

1

3

4

5

2


Troubleshooting course


Troubleshoot most commonly problems

Recommendations

Provide you with diagnostic info

Guidelines

Business Continuity exercises

Simulation of your

Disaster Recovery processes

Test and enhance your

Business Continuity readiness

Continuously improve your

resilience approach


Online Monitoring tool

Helps you with;

• capacity planning

• business impact assessment

• trend analysis


Online Monitoring tool


Is my traffic well

balanced across SNLs ?

Is there a

bottleneck ?

Have volumes,

throughputs

increased ?

Can I handle more

traffic in my

current setup ?

When can I

expect peaks

Operational Monitoring Features

Operational view on throughput

Identify your traffic peaks

Operational view on traffic volumes

Perform your capacity planning

based on actual trends

Real-time queue status

View the number of messages

on your FIN and SWIFTNet queues.


Increase Resilience Reduce Operational Impact

Premium Services Forum

Your Operational Excellence is our Mission

As Premium suite customer you participate to the annual

Premium Services Forum, a unique opportunity to meet with your peers

and collaborate on solutions to common challenges.

Join the community!


Proactive support

How would you rate it?

• Proactive support features

– Troubleshooting course

– Health check

– Online monitoring tool

– Disaster recovery tests

– Newsletter

• Immediate feedback?

• Table discussion (max 5 min) - scale 1-5

– How would you rate it today?

– And why?


Proactive support

How did you rate it?

3.40 3.50 3.60 3.70 3.80 3.90 4.00 4.10 4.20 4.30

I am satisfied with the overall performance of the support that SWIFT provides

How satisfied are you with the yearly business continuity rehearsals to validate yourreadiness for different outage scenarios.

My organisation values the new 'Online Traffic Monitoring' tool that helps to monitormy traffic from a technical and operational perspective (throughput, data sizes

exchanged, current queue status, etc) and is a value added to the Premium service.

The health checks help my organisation to identify operational risks and takeadequate pro-active actions. They contribute to problem avoidance.

My organisation values the Management summary and the detailed content of thehealth check report.

How satisfied are you with the troubleshooting course provided as part of thePremium Support Service?


Proactive support


• Review monthly newsletter

– Identify priorities + ask for clarification • Urgent: create a case

• Not urgent: discuss during quarterly meeting

– Review known/common issues

– Upcoming SWIFT activities

• Troubleshooting course

– Share expectations upfront to trainer and participants

– Ensure availability of a test system

– Provide feedback on the course and trainer


Proactive support


• Disaster recovery tests • Cold Start test (April 2015)

• Global OPC recover test (October 2015)

– Understand impact

– Prepare as if it was a real life scenario

• Online monitoring tool

– Ensure users have the correct roles

– Ensure all BICs are subscribed

– Get familiar with the ‘normal’


Proactive support


Health check

– Start on time the data collection and questionnaire

– Use the review meeting to learn on how to improve

– Share the report internally

– Create an action plan for implementation

– Questions afterwards? simply create a case

– Check different systems every year

– Share feedback


Agenda

Section






Global feedback


38%

50%

12%

0% 0%

I'd be enthusiatic

I'd be positive but not enthusiastic

I'd say you're about average

I'd say other companies do a better job

I'd advise others to avoid your company

Based on your experience with the Support, what recommendation would you make to other customers?

Questions?

37

THANK

YOU

Thank you

Getting the most out of your premium support contract- Work Session

Economy & Finance

Transcript of Getting the most out of your premium support contract- Work Session