Eze Software is launching an upgrade to its buy-side client service experience based on direct client feedback asking for a personalised solution.
The Personalised Client Experience aligns the client service organisation to consistently deliver high-quality, scalable, and personalised support to investment operations using Eze Software. Eze Software’s client service organisation has grown to 450 staffers worldwide through the end of 2017.
“As a long-time trusted service provider, we know how important fast, knowledgeable, and personalised support is to our clients. We created a structure that would enable us to achieve a higher level of quality and consistency in how we support and enhance our products, making sure that our organisation can scale to meet the needs of more than 2,500 clients worldwide,” says Michael Reddy (pictured), Senior Managing Director of Americas Client Service. “Now, we’re taking that service to the next level by ensuring that when clients engage us, they will get a fast, informed response from someone who knows their systems, investment strategies, and business needs inside and out, and can address those needs quickly and efficiently.”
Moving beyond the industry standard helpdesk, Eze Software’s Personalised Client Experience provides an extension of its clients’ operations team with a trading desk environment that combines complimentary, personal service with industry-leading technology.
Clients are assigned a dedicated client success manager that has deep knowledge of the firm’s daily workflows, growth plans and aspirations, enabling the manager to suggest solutions and development plans. Buy-side clients will be serviced by smaller teams of knowledgeable product support analysts focused on rapidly responding to their specific needs. Visiting clients, meanwhile, will have the opportunity to interact with their team, meet with Eze executives, consult with product experts, and learn about the development roadmap for their Eze products.
A new service portal will help specialists across functions centrally manage all ongoing requests across a client’s operation, and provide status updates. Within the portal, clients can monitor progress on projects, as well as provide ongoing, documented feedback.
Eze Software will continue its service commitments to sell-side connectivity partners.