Worldwide Customer Support

Tahir Abdukadyrov, Deputy COO

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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

3 Contents Objectives Client issues Regional Operations Centers Improved Support Levels Future development

4 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

5 Three Year Performance Summary

100 90 20 10 0 80 70 60 50 40 30

46 61 94 2008 2009 2010

Increasing client base driving higher project volume in ESM 100 90 80 30 20 10 0 70 60 50 40

90,9 68 55 2008 2009 2010

The average number of ESM tickets per client per year

Code improvement illustrated in falling ticket volume per client

6 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

 Lack of information about new products, features, achievements

7 What is our answer to these issues?

Regional Operational Centers

8 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

9 Regional Operational Centers

Asia Pacific –

Singapore

Russia, CIS, Europe, Africa -

Moscow, Russia

Ukraine –

Kiev, Ukraine

USA, Canada, Latin America –

Omaha, USA

10 Improved Support Levels Escalation Development Level 4 Level 3 Regional support Level 2 Customer internal support service Level 1

11 Improved Support Levels



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

12 Future Development

 Locate our experience close to the clients  Expansion of geographic spread and capabilities in Regional Operations Centers  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

13 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

BPC Banking Technologies Client Conference 2010

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Client Connections

www.bpcbt.com