Larc2013 - SWIFT services support training


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Larc2013 - SWIFT services support training

  1. 1. SWIFT Services Portfolio – supporting every phase of your project Latin American Regional Conference Juan Elias Senior Technical Sales Expert, Latin America Jorge Espinoza Manager, Customer Support July 11th, 2013
  2. 2. 2 Agenda Customized solutions SWIFT Customer Support Support packages portfolio Latin-America @ Support Challenges, Solutions & Case Studies SWIFT Services Overview Latin American Regional Conference – 2013
  3. 3. 3Latin American Regional Conference – 2013 SWIFT Services Overview
  4. 4. SWIFT Services 4 Benchmark Implement Support Advise Operate Train Benefits Reduced costs Reduced risk Enable growth Enable compliance Your challenges RegulationEfficiency Performance New Products SWIFToffer Latin American Regional Conference – 2013
  5. 5. Implementation services Milestones of a typical project timeline and SWIFT services 5 Internal testing Integration services Architecture and technical design Business case Feasibility study Training services Analyse: Feasibility and business case Design: Specifications Implement: Development and internal testing Test Rollout and Live Impact assessment Project management services Project execution Installation services Standards Messaging Business Consulting Technical Consulting Integration Consulting Training services Functional analysis and design Support services Support services Latin American Regional Conference – 2013
  6. 6. SWIFT Training 6 +130countriesworldwide +20,000participants trained per year 15languages +50courses +1,000sessions per year 8.6/10customer satisfaction +250users certified 4learning channels SWIFT Training What’s new? Introduction to Financial Sanctions ISO 20022 Deploying Alliance Access Release 7.0 troubleshooting boot camp Optimise your Release 7.0 environment Alliance – disaster recovery SWIFT audit guidelines SWIFT in 90 minutes T2S in 90 minutes ISO 20022 in 90 minutes Off-shore RMB guidelines Webclass Introduction to SWIFT in the payments market Optimising your Alliance resilienceLatin American Regional Conference – 2013
  7. 7. SWIFT Consulting Services Supporting your initiatives and priorities Get valuable market insights and benchmarking Ease implementation of Industry initiatives Implement best practices Efficiently manage SWIFT operations Maximise STP and reduce back-office costs Capitalise on your existing SWIFT infrastructure Your challenges 1,000+ projects 550+ clients 75+ countries Expertise Access to 2,000 specialist across SWIFT 15 years industry experience Why SWIFT Global & local hubs 7Latin American Regional Conference – 2013
  8. 8. 9Latin American Regional Conference – 2013 Challenges, Solutions & Case Studies
  9. 9. Has there been a shift in the payment or trade corridors worldwide, and if so, where? What are the most promising markets where I can grow my business Which currencies are growing the fastest and in which markets?” What is your ranking and growth rate in specific markets or corridors?” How does your reach compare with peers of similar profile? What is the profile of different players in payments business? How well are you (or your clients) monitoring your accounts and liquidity? Can you quickly detect shift in transaction patterns and apply corrective measures? How does your level of reciprocity compare with your peers? Some questions SWIFT BI can help you to answer… 10 Market intelligence Competitive position Performance metrics Latin American Regional Conference – 2013
  10. 10. SWIFT Consulting Services Portfolio Implement Best Practices Best Practice Challenges Efficiency New Products Benefits Reduce Risk Reduce Cost Business Operations Offering Solution Design Operational Excellence Implementation 11Latin American Regional Conference – 2013
  11. 11.  ICD was able to implement the end-to-end SWIFT connectivity in a few months  The SWIFT capabilities allows ICD to attract and keep up- market clients  The canonical data interface insulates the ICD portal from changes to the SWIFT formats  ICD is able to add SWIFT services rapidly in response to client demand 1212 Institutional Cash Distributors SWIFT Enable a Web Portal  Implement SWIFT integration software on the ICD portal with a relatively small footprint  Leverage a service bureau for SWIFT connectivity over a secure VPN  Implement integration with the back office using canonical data models  Add SWIFT business flows based on client demand  ICD clients were demanding SWIFT standard messaging for settlements and reconciliation but ICD had no SWIFT experience  ICD was a relatively small IT shop and didn’t have the capacity to support a full SWIFT connectivity  ICD had no experience with SWIFT and had no easy way to integrate their portal with the network The solutionThe challenges The benefits “….” Latin American Regional Conference – 2013
  12. 12. 13Latin American Regional Conference – 2013
  13. 13. SWIFT Consulting Services Portfolio Ease implementation of Industry Initiatives Industry Initiatives ISO20022, DTCC, T2S, SEPA,… Challenges Regulation New initiatives Benefits Enable growth Enable compliance Standards Offering Business Operations Implementation Integration Project Management 14Latin American Regional Conference – 2013
  14. 14.  Compliance with Global and US market practice market practice  Successful implementation of the XML extensions to bridge the gap to the legacy environment  Outsourcing to SWIFT for expertise and experience  Project is on schedule Leveraging ISO 20022 Standards DTCC  Leverage SWIFT Consulting Services and the Standards experts  Support in the mapping to ISO 20022 standards while at the same time supporting the legacy data requirements through the creation of XML extensions in the messages  Maintain the link to the legacy application and it’s data requirements while at the same time converting to the new ISO standard and data requirements  Comply with US and Global market practice while still on the legacy platform  Messaging volume is 75-225K messages per day at peak The solutionThe challenges The benefits “….” 15Latin American Regional Conference – 2013
  15. 15. SWIFT Consulting Services Portfolio Capitalise on your existing SWIFT infrastructure Capitalise Challenges Efficiency New Products Benefits Enable Growth Reduce Cost Solution Design Operational Excellence Cost of Ownership Reduce Risk Offering 16Latin American Regional Conference – 2013
  16. 16.  The merged infrastructure increased the operational efficiency and reliability of both Banorte and IXE  The implementation was completed within the projected timeline and budget  SWIFT E2E management and implementation freed customer resources  Leverage of all SWIFT staff and operations to ensure a smooth transition 1717 Banorte – Banco IXE SWIFT infrastructure and operations merger  Independent assessment of the Banorte and IXE infrastructures and operations  Evaluation of the operational impact  Design of a merged optimized SWIFT infrastructure  E2E implementation with engineers familiar with both the Banorte and IXE infrastructures  Combining the Banorte and IXE SWIFT infrastructures, connectivity, licensing, and operations  Optimizing the combined infrastructures without increasing risk  Limiting the reliance on the customer resources who were overloaded with multiple merger projects The solutionThe challenges The benefits Latin American Regional Conference – 2013
  17. 17. SWIFT Consulting Services Portfolio Maximise STP and reduce back-office costs Maximise STP Challenges Efficiency Performance Benefits Enable Growth Reduce Cost Business Operations Solution Design Integration Reduce Risk Offering 18Latin American Regional Conference – 2013
  18. 18. Tangible benefits 19 Displacement of legacy platforms: a projected $5M savings over 5 years Identified savings of nearly €4M by consolidating SWIFT infrastructures Helping to reduce one customer’s messaging charges by €167K per year Reducing payment instruction repair costs by $75K annually for one correspondent Delivering a concrete 5-year IT investment roadmap focused on systems integration and market best practices Reducing length of integration projects from 6-12 months to less than 4 months 15% increase in corporate actions market practice compliance Latin American Regional Conference – 2013
  19. 19.  Rationalized correspondent banking relationships by currency  Elimination of multiple payment applications  Creation of a center of expertise to handle exception processing Banking Operations Consolidation of Payment Operations  Deep hierarchy of payments settlement organisation  No centralised view on payments  No access to real-time info  Duplicate systems/processes The solutionThe challenges The benefits “….”  Document the end to end payment process in each location  Identify areas of duplication in which a centralized area of expertise can be created  Provide a high level benchmark of operational efficiency for each of the payments processing areas  Recommendations for process/system improvements in accordance to market practices 20Latin American Regional Conference – 2013
  20. 20. 21Latin American Regional Conference – 2013 SWIFT Customer Support
  21. 21. 2222Latin American Regional Conference – 2013 SWIFT Customer Worldwide Organization BE NLUK HK JP Regionally organized and globally coordinated Americas Region EMEA Region Asia-Pacific Region US
  22. 22. Bannister, Richard Chowdhury, Jasim Curtis, Noah Furlong, James Kool, Harm Lau, Danny Mishra, Dipti Uka, Chetan Vance, Steve Benitez, Luis Cottoms, Nikki Inde, Ed Jimenez, Nidia Martinez, Ivania Nacif, Daniel Palombo, Bobbie (OTC) Rivera, Matilde (OTC) Sekely, Ray (OTC) Ward, Greg (OTC) SWIFT CUSTOMER SUPPORT, Americas Danny Smedley Amy Hunter Aydogdu, Tamer Blom, Joey Girboux, Michael Jawdekar, Upendra Knight, Chris Manne, Jithendra Mishra, Bikash Wonsang, Cindy NAM Team John Eick LAM / OTC Team Jorge Espinoza TAM Team Becky Almodovar Customer Support Center - Americas 23Latin American Regional Conference – 2013
  23. 23. We are from all over the world 24 14 Different Nationalities American Bangladeshi Belgian Canadian Colombian Chinesse Dominican Dutch Ecuadorian Indian Panamanian Peruvian Salvadorian Turkish 9 Different Languages English Dutch French Spanish Hindi Portuguese German Turkish Chinese Latin American Regional Conference – 2013
  24. 24. Customer Support - Key Performance Indicators May 2013 25 Metric Target 2013 Global Actuals 2013 Americas Actuals Customer satisfaction  8.4 8.6 8.8 First contact resolution rate Phone  40% 52.8% 59.7% First contact resolution rate Web  20% 24.4% 27.3% Average call wait time  20 sec 12 sec 12 sec MTTR- Premium Suite  80% 79 % 86 % Premium Plus customer satisfaction  8.4 8.7 9.5            Latin American Regional Conference – 2013
  25. 25. Support sources 26Latin American Regional Conference – 2013
  26. 26. Subscribe to: Operational status notifications (Tip 1728566) Connectivity Email Contact role(s) (Tip 2233301) Support newsletter (Tip 14911) Consult Self-help guide (Tip 2045497) “Support’ and ‘’Ordering” pages for latest news Contact SWIFT Customer Support Use Case Manager Use Phone for Blocking situations 27 Support resources for registered contacts Latin American Regional Conference – 2013
  27. 27. Consult our Knowledge base 28 Support resources available to you Latin American Regional Conference – 2013
  28. 28. 29Latin American Regional Conference – 2013 Support Packages Portfolio
  29. 29. Support portfolio 30 Premium Custom Global Key Accounts, Large MIs and any customer looking for customised services Premium Plus High volume customers and MIs Premium Service Bureaus & branches of Premium Plus customers Standard Plus Low and mid volume Standard Alliance Lite Messages per day Recovery time objective 300,00040,000200 10,000 < 6 h < 4 h < 2 h < 1 h REMOTESUPPORT Messages Value Latin American Regional Conference – 2013
  30. 30. 31Latin American Regional Conference – 2013 Premium Plus 31 Operational account management Onsite support Monitoring Call & problem management Reporting Preventive Products Connectivity and messaging Phone alerting Incident and crisis mgt SMS notification Support analysis Availability Service Manager Priority handling mgt escalation Named contact Case review Highly customised Bespoke contracts On request for blocking problems Unlimited phone access Newsletters Standard Plus Premium Premium CustomStandard Managed connectivity Emergency / consultancy Embedded Supportability Online support Phone upgrade Configuration browser Support package features Incident reporting on Health check Troubleshooting training Business Continuity tests Operational Monitoring tool
  31. 31. STANDARD Plus Support - features STANDARD Plus additional features • Configuration Browser • Connectivity monitoring / alerting • Newsletter and product updates • Phone access (unlimited) 32Latin American Regional Conference – 2013
  32. 32. PREMIUM Support - features Reactive Premium features Proactive Premium features • Priority call handling • Escalation to management • Named support contact • Case reviews • Health checks • Trouble shooting course • Business Continuity rehearsals • Online Monitoring tool 33Latin American Regional Conference – 2013
  33. 33. 34Latin American Regional Conference – 2013 Latin-America @ Support
  34. 34. Case Analysis in Latin-America 0 50 100 150 200 250 300 350 400 Alliance Access Alliance Lite VPN Box Alliance Connect (network) Alliance Lite2 Alliance Entry applications Ordering Alliance WebStation FileAct SWIFTNet messaging Secure Channel FIN Copy Standards Alliance RMA Alliance Messenger SWIFTRef/BIC Directory Alliance Remote Gateway Browse SWIFTRef directories Watch product and services Alliance Managed Operations 2013 Cases Distribution Cases handled by Latin-American Team 35Latin American Regional Conference – 2013
  35. 35. Case Analysis Latin-America 23% 14% 10% 7%5% 5% 5% 4% 4% 3% 2% 2% 2%1%1%1%1%1%1%1% 6% 2013 Distribution of cases handled by Latin-American team Alliance Access FIN Alliance Lite Alliance Gateway VPN Box SWIFTNet Link Alliance Connect (network) HSM Hardware Alliance Lite2 Alliance Web Platform Alliance Entry content 36Latin American Regional Conference – 2013
  36. 36. 37Latin American Regional Conference – 2013 Customized Solutions for the Region
  37. 37. Support communication methods 38 Phone E-mail Web Customer satisfaction Chat Pilot started July 2013 Latin American Regional Conference – 2013
  38. 38. SWIFT Chat in Pilot mode 39Latin American Regional Conference – 2013
  39. 39. SWIFT Training Release 7.0 Troubleshooting Training • This course is tailored for technical staff and will allow you to detect, identify and isolate the source of a problem in your SWIFT environment while minimizing down time and increasing efficiency for your operations. • Available in  Spanish  Portuguese  English • At SWIFT or locally 40 Release 7.0 Troubleshooting Training @ swift Knowledge is the foundation to Operational Excellence Latin American Regional Conference – 2013
  40. 40. Remote Support 41 • Troubleshoot technical issues • Reduce incident-handling time • Upload files and data You Own It, You Control It! (*) in order to benefit from these services you need to order the Remote Support service first Latin American Regional Conference – 2013
  41. 41. Premium service offering Problem/Incident Management: Prevention: Education: Monitoring: 42 • Priority call handling • Management Escalation • Quarterly case reviews • Infrastructure Health Check • Business Continuity rehearsals • Named support contact • Online Traffic and Queue Status Monitoring (Online monitoring tool; part of SWIFTNet Online Operations Manager). • Troubleshooting Training Latin American Regional Conference – 2013
  42. 42. 43Latin American Regional Conference – 2013 Reduces your operational risk Increases your resilience Identify operational trends and needs Help to optimize Total Cost Ownership Faster response times PREMIUM support Why Premium Suite support package?
  43. 43. 44Latin American Regional Conference – 2013 Online Traffic and Queue Status Monitoring (Online monitoring; part of the SWIFTNet Online Operations Manager tool). Helps you with; • capacity planning • business impact assessment • trend analysis
  44. 44. 45Latin American Regional Conference – 2013 Online Traffic and Queue Status Monitoring (Online monitoring; part of the SWIFTNet Online Operations Manager tool). When can I expect peaks ? Is my traffic well balanced across SNLs ? Is there a bottleneck ? Have volumes / throughputs increased ? Can I handle more traffic in my current setup ?
  45. 45. Health Checks 46 A SWIFT consultancy offer to assess the operational Health of a customers infrastructure. Performed on the customers' prime infrastructure (SNL, Alliance Gateway, Access/Entry) and its underlying OS Aimed at early detection of operational risk and preventing production problems from occurring. Latin American Regional Conference – 2013
  46. 46. Health Checks: Why do they matter? 47 Identify security risks Identify configuration risks Identify performance risks Hardware health check 1 Software health check 2 Process health check 3 Latin American Regional Conference – 2013
  47. 47. 48Latin American Regional Conference – 2013 Health Checks: Deliverables? Report with each checked item, an indication of the compliance with SWIFT recommendations and/or best practices. Management Summary1 Results overview2 Detailed findings, results and recommendations. 3
  48. 48. 49Latin American Regional Conference – 2013 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 2 3 4 5
  49. 49. 50Latin American Regional Conference – 2013 50 Premium upgrade Faster and preventive support for time critical infrastructures • Any SWIFT customer Target audience • Provides preventive support to help customers maintain a fully functional environment, as well as faster response times to help customers to get their interfaces and SWIFTNet connectivity working as fast as possible. Description • Faster and preventive support for time critical infrastructures Value • Faster technical and management escalation for Call and Problem Management • Annual health check of the prime SWIFT environment • Troubleshooting training • Named support contact to maintain oversight of open cases • Quarterly support case review • Online Monitoring tool Deliverables
  50. 50. 51Latin American Regional Conference – 2013 More information:
  51. 51. 52Latin American Regional Conference – 2013
  52. 52. Please provide us with your feedback! • Kindly complete the survey form and submit upon exiting 53Latin American Regional Conference – 2013
  53. 53. 54Latin American Regional Conference – 2013 • Work Session II & III: now • Coffee Break: 4:00 – 4:30 pm • Back here: 4:30pm What’s next on the agenda
  54. 54. 55Latin American Regional Conference – 2013 Coffee Break & Showcase
  55. 55. 56Latin American Regional Conference – 2013 SWIFT engaging with the community in the future EuroFinance 12-13 Nov 2013 Sao Paulo FELABAN 17-20 Nov 2013 Miami Sibos 16-19 Sep 2013 Dubai CLAB 2013 11-13 Sep 2013 Miami Webinars ongoing AFP 20-23 Oct 2013 Las Vegas, NV
  56. 56. 57Latin American Regional Conference – 2013 Opportunities to interact with SWIFT & the community • Social Media – #LARC2013 @swiftcommunity • SWIFT Showcase & Exhibition Hall – Stop by or book a meeting – Raffles scheduled for Friday afternoon • Feedback walls – What topics you want to see covered in LARC2014? • Polling questions
  57. 57. Thank you to our Exhibitors & Sponsors 58Latin American Regional Conference – 2013