Worldwide Customer Support
Tahir Abdukadyrov, Deputy COO
Why am I here?
World class customer support is mandatory
With nearly 65 clients in 18 countries our
support services need to meet a wide and
complex range of needs
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Contents
Objectives
Client issues
Regional Operations Centers
Improved Support Levels
Future development
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Objectives

Business objectives for support services

Customer satisfaction rating to be in the top
quartile
– Supported by regular client surveys
Annual reduction of 20% in ESM tickets
opened
 100% contractual SLAs met
 Optimize clients’ use of SmartVista features
and functions to benefit their bottom line

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Three Year Performance Summary
100
100
94
90
80
90,9
80
70
70
60
68
60
61
50
40
90
55
50
46
40
30
30
20
20
10
10
0
0
2008
2009
2010
Increasing client base driving higher
project volume in ESM
2008
2009
The average number of ESM tickets per
client per year
Code improvement illustrated in falling ticket volume per client
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2010
Client Issues
Communications


Language barriers
Cross cultural differences
Time Zones


BPC provides 24x7 emergency issues support
On-line support for day to day issues
Missed opportunities

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Lack of information about new products, features,
achievements
What is our answer to these issues?
Regional Operational
Centers
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Regional Operational Centers – what’s inside?

Allocation of knowledge to local centers.

Technical staff for everyday & first line support services.

Business analysts of local market aiming to support
customizations.

Project managers managing the client’s expectations on-site.

Account managers providing a prompt reactions to any client
questions.
Regional operations centers are the functional structures of
Operations, leaded by Regional COOs,
that functionally report to COO and line report to Regional Heads
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Regional Operational Centers
Asia Pacific –
Singapore
Russia, CIS, Europe, Africa Moscow, Russia
Ukraine –
Kiev, Ukraine
USA, Canada, Latin America –
Omaha, USA
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Improved Support Levels
Escalation
Development
Regional support
Customer internal
support service
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Level 4
Level 3
Level 2
Level 1
Improved Support Levels
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
Customer internal support service – customer internal IT
departments to coordinate end users requests and support
end users on solution usage issues

Regional support – BPC first line support services, executed
locally by regional offices to provide consultancy services on
product usage, implementation services and issues resolution
by configuration

Development – BPC development facilities to provide
backup and consultancy for first line service and issue
resolution by bug fixing and development of new features

Escalation –procedures and timeframes for issue escalation
within BPC
Future Development

Locate our experience close to the clients

Expansion of geographic spread and capabilities in
Regional Operations Centers

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Project managers, business analysts, support engineers,
developers

Move account management resources close to the client
to be more responsive to you

We will strengthen our Quality Control by implementing
formal client satisfaction surveys
And finally…

We are implementing all these changes and plan
further steps to ensure we:


Provide industry level quality support services to our
valued clients
Meet the market demands right on time and provide
innovative solutions to our clients better and faster
than competitors
Transforming Payment Solutions Globally –
Operating Locally
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BPC Banking Technologies
Client Conference 2010
Client Connections
www.bpcbt.com
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