Larc2013 - SWIFT services support training

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

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 Latin American Regional Conference – 2013

SWIFT Services Overview

SWIFT Services

4

Benchmark

Implement

Support

Advise

Operate

Train

Be

ne

fits

Reduced

costs

Reduced

risk Enable growth

Enable

compliance

Your

ch

alle

ng

es

Regulation Efficiency Performance New Products

SW

IFT

offe

r


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


SWIFT Training

6

+130

cou

ntr

ies

wo

rld

wid

e

+20,000 participants trained per year

15 languages

+50

cours

es +1,000

sessions per year

8.6/10 customer satisfaction

+250 users certified

4 learning 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 Web

cla

ss

Introduction to SWIFT in the payments market

Optimising your Alliance resilience Latin American Regional Conference – 2013

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



Challenges, Solutions & Case Studies

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


SWIFT Consulting Services Portfolio Implement Best Practices

Best Practice C

ha

llen

ges

Efficiency

New Products

Ben

efits

Reduce Risk

Reduce Cost

Business Operations

Offerin

g

Solution Design

Operational Excellence

Implementation


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

12 12

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 solution The challenges The benefits

“….”


SWIFT Consulting Services Portfolio Ease implementation of Industry Initiatives

Industry Initiatives ISO20022, DTCC, T2S, SEPA,…

Ch

alle

ng

es

Regulation

New initiatives

Ben

efits

Enable growth

Enable compliance

Standards Offerin

g

Business Operations Implementation

Integration Project Management


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


“….”


SWIFT Consulting Services Portfolio Capitalise on your existing SWIFT infrastructure

Capitalise C

ha

llen

ges

Efficiency

New Products

Ben

efits

Enable Growth

Reduce Cost

Solution Design Operational Excellence

Cost of Ownership

Reduce Risk

Offerin

g


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

17 17

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



SWIFT Consulting Services Portfolio Maximise STP and reduce back-office costs

Maximise STP C

ha

llen

ges

Efficiency

Performance

Ben

efits

Enable Growth

Reduce Cost

Business Operations Solution Design

Integration

Reduce Risk

Offerin

g


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


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


“….”

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



SWIFT Customer Support

22 22 Latin American Regional Conference – 2013

SWIFT Customer Worldwide Organization

BE

NL UK

HK

JP

Regionally organized and globally coordinated

Americas

Region

EMEA

Region

Asia-Pacific

Region

US

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


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


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


Support sources


Subscribe to:

Operational status notifications (Tip 1728566)

Connectivity Email Contact role(s) (Tip 2233301)

Support newsletter (Tip 14911)

Consult swift.com

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


Consult our Knowledge base

28

Support resources available to you



Support Packages Portfolio

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

300,000 40,000 200 10,000

< 6 h

< 4 h

< 2 h

< 1 h

RE

MO

TE

S

UP

PO

RT

Messages Value Latin 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 Custom Standard

Managed connectivity

Emergency / consultancy

Embedded Supportability

Online support Phone upgrade

Configuration browser

Support package features

Incident reporting on swift.com

Health check Troubleshooting training Business Continuity tests Operational Monitoring tool

STANDARD Plus Support - features

STANDARD Plus

additional features

• Configuration Browser

• Connectivity monitoring / alerting

• Newsletter and product updates

• Phone access (unlimited)


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 33 Latin American Regional Conference – 2013


Latin-America @ Support

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

swift.com 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


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

swift.com content



Customized Solutions for the Region

Support communication methods

38

Phone

E-mail Web

Customer satisfaction

Chat

Pilot started

July 2013


SWIFT Chat in Pilot mode


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


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


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



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?


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


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 ?

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.


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



Health Checks: Deliverables?

Report with each checked item, an

indication of the compliance with SWIFT

recommendations and/or best practices.

Management Summary 1

Results overview 2

Detailed findings,

results and

recommendations.

3


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

50 Latin 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


More information: www.swift.com/support

Please provide us with your feedback!

• Kindly complete the survey form and submit upon exiting



• Work Session II & III: now

• Coffee Break: 4:00 – 4:30 pm

• Back here: 4:30pm

What’s next on the agenda


Coffee Break & Showcase


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 SWIFT.com/events

AFP

20-23 Oct 2013

Las Vegas, NV


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

Thank you to our Exhibitors & Sponsors


Larc2013 - SWIFT services support training

Technology

Transcript of Larc2013 - SWIFT services support training