Eze Software is launching an upgrade to its buy-side client service experience. Eze is introducing the new experience based on direct client feedback asking for personalised service.
The Personalized 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 organization 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,” said Michael Reddy, 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. The Personalised Client Experience means:
Commitment to Client Success—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;
Client-Focused Coverage For Product Support — Buy-side clients will be serviced by
smaller teams of knowledgeable product support analysts focused on rapidly responding to their
New Client Experience Center—Visiting clients 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;
New Online Service Portal—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,