3. Company Background Crimcom Indigenous software company Market-leading provider of financial crime and compliance solutions to the global financial services industry Customer support team based in Dublin The team provide Production Support to over 50 Client installations in 4 Continents
4. Area of Focus Customer Support Department Main task is to resolve issues with clients software Provide Production support
6. Problems No single means of communication internally between Customers frustrated by time taken to resolve issues No clearly defined process within the department for resolving issues Operations done in an ad-hoc manner.
9. Target Create integrated system Improve Communications Provide on-demand reporting to clients Create a single delivery mechanism for patches and new releases Reduce cycle time for issue resolution