Yes it’s true, we have finally handed in our UK badge and set up a European Partnership Alliance. Working with local systems maintainers across Europe we can now service and support voice recording systems for clients who have systems overseas. It’s been two years in the making and so far has been rolled out to various financial institutes, following this success we are now opening this service up to all clients with systems overseas.
Responding to the continued trend for centralisation and one-stop-shop type solutions and the need for organisational transparency, this service gives clients a single invoice, single contract and single point of contact.
Following an in-depth review incorporating site visits to view service centres, stores and procedure capabilities, a number of partners have been identified as being ‘best in breed’ systems maintainers across Europe. Key criteria included partners demonstrating they had certified Engineers on all relevant products, geographical capability to support their region and hours of cover within the required Service Level Agreements (SLAs) to meet the expectations of the most demanding clients.
Support is currently provided in Belgium, France, Germany, Ireland, Israel, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Turkey. With a strategy for expansion planned to soon cover Eastern Europe, Business Systems is also planning to appoint a dedicated European Support team consisting of Engineers and Project Managers who will be available to support local maintainers.
According to Tony Cooke, Major Account Manager at Business Systems, “We have a number of city clients who need their voice recording maintained and supported effectively, not just in London but in mainland Europe. Understandably they didn’t want a number of disparate contracts managed locally, they wanted standard contracts with standard SLAs and the price and benefits which this also incurs.”
The Business Systems European Partnership Alliance ensures that SLAs are identical where possible and there is a set pricing structure across all countries. Business Systems acts as the sole point of contact for both the end client and the local maintainer and all faults are passed through the Business Systems Customer Services Centre and passed on to the relevant locality. This means that management information can be supplied back to the client for the different regions, giving them a truly holistic view of their voice recording environment across the whole of Europe.
A number of major clients are already benefiting from this service including a leading US headquartered asset management and securities services company who currently have 9 systems being maintained across 5 countries. Further developments of this service will offer increased flexibility as both CPE based systems and hosted solutions will be supported thanks to our sister company OPEX Hosting, watch this space for further news…
If you want to find out more about how we can support your organisation, feel free to contact us: 0800 458 2988, [email protected]