Open Day Deutsche Börse IT conference Customer Technical Support organisation behind the scenes Florian Rodeit / Daniel Vollstedt.

Transcription

1 Open Day Deutsche Börse IT conference Customer Technical Support organisation behind the scenes Florian Rodeit / Daniel Vollstedt 16 October 2014

2 Deutsche Börse Group 1 Agenda 01 Your feedback How we changed our organisation 03 How we collect your feedback 04 Your feedback 2014 so far

3 Deutsche Börse Group 2 In your feedback for 2013 you asked for Reaction time prompt feedback to requests, the quickest possible implementation of changes and fast (re)solutions of problems Quality of solutions / answers Information practice complete information (no missing, wrong or useless information) precise technical information, practically helpful more support more communication more pro-active effort / information

4 Deutsche Börse Group 3 We changed our support model behind the scenes From one TKAM as sole contact for you to specialists that focus on your support requirements

5 Deutsche Börse Group 4 Customer Technical Support (CTS) Change of concept and organisation beginning of 2014 Technical Key Account Management (TKAM) Responsible to manage the day-to-day end-customer relationship in performing consulting tasks and qualifying information requests as well as incidents;first-point-of-contact for customers Service Desk Responsible to perform handling and portal requests,serves as phone backup for TKAMs in case they are busy Incident Management Responsible for managing the lifecycle of all incidents with the aim to restore normal operations as fast as possible Request Management Responsible for managing and fulfilling service / change requests like the implementation of connectivity for exchanges, coordinates various internal delivery teams to achieve quick turnaround times Cash & Derivatives Advanced Support and Analysis Provide the Incident Management team with in-depth knowledge on complex technical issues and liaise with third level support groups and application development QA & Knowledge Management Ensure quality of service/change requests and incident handling Maintain training approaches and plans followed by ongoing quality checks

6 Deutsche Börse Group 5 How you raise a ticket with us 2013, waves 1 4 (n=639) Wave (n=143) Wave (n=120) Wave (n=96) Phone Online Member Section Personal contact Base: had contact with CTS in the previous quarter because of incident(s), in % (multiple answers allowed)

7 Deutsche Börse Group 6 How we collect your feedback Post release survey Customer visits Online survey introduced in 2008 Main IT counterparts / technical contacts in focus Combined evaluation of support, roll-out and software releases Personalised results, individual follow-up Customers can provide free text feedback Regular customer visits of business partners Roadmap presentation Follow-up on individual events of business partner Face to face communication Build-up of trustful relationship 360 customer feedback Telephone interviews introduced in 2012 Sample of 250 contacts of Customer Technical Support per quarter Satisfaction check of change implementation, information request and incident ticket handling Quarterly anonymous results Independent market research institute Annual IT Open Day introduced in 2008 Roadshow presentation, in-depth workshops and peer-to-peer discussion Local customer events (Stammtisch) in financial cities, e.g. Amsterdam, Frankfurt, London, Munich, Paris, Zurich, Milan, Chicago Post contact (CATI 1) ) Customer events 1) CATI = computer-assisted telephone interviews

8 Deutsche Börse Group 7 Your general degree of satisfaction with CTS 2013, waves 1 4 (n=1002)* % Wave (n=250) Wave (n=250) Wave (n=250) Top 3 Middle 3 Low 5 don`t know / no answer / not applicable Base: all respondents, in %

9 Deutsche Börse Group 8 Your degree of satisfaction with the implementation of a change 2013, waves 1 4 (n=427) % Wave (n=97) Wave (n=57) Wave (n=72) Top 3 Middle 3 Low 5 don't know / no answer / not applicable Base: had contact with CTS in the previous quarter because of CR(s), in %

10 Deutsche Börse Group 9 Your degree of satisfaction with response and updates received during the implementation process 2013, waves 1 4 (n=427) % Wave (n=97) Wave (n=57) Wave (n=72) Top 3 Middle 3 Low 5 don't know / no answer / not applicable Base: had contact with CTS in the previous quarter because of CR(s), in %

11 Thank you! Contact Florian Rodeit Daniel Vollstedt +49-(0) (0)