Buying a solution does not stop with choosing a product. Customers are also looking for a range of services both during and after the implementation as well as ongoing support.
Building on more than 35 years of experience in implementing systems for financial institutions, retailers and processors, ACI has developed a set of service and support offerings and processes to ensure customers achieve a timely implementation and maintain an efficient operation.
ACI utilizes a standard methodology to deliver customer project implementations across all products lines. Within the process, we provide customers with a variety of services, including on-site solution scoping reviews, project planning, training, site preparation, installation, product configuration, product customization, testing and go-live support, and project management throughout the project lifecycle. With experience of thousands of implementations over many years, ACI understands the critical elements in achieving a successful implementation.
Business and technical consultancy
Good business and technical consultancy can ensure customers make the most effective use of the ACI products to achieve their goals. Consultancy needs continue post implementation as new business and market requirements emerge, challenges of new volumes or performance requirements need to be met, or consideration needs to be made for hardware or software upgrades. ACI’s Consultancy service can deliver these services as you need them.
Training your user and technical staff in the use of the ACI products will ensure they can effectively operate and maintain your systems. A full range of training courses are provided and these are offered at both ACI premises and at the customer’s site.
Maintaining your system, especially where there are regular change requirements, takes time and effort. ACI will deliver service packs and new releases for products, but these need to be deployed into your specific system. In some cases customers will look for the product supplier to take on some or all of these efforts. ACI Enhanced Support Program will deliver an extension to standard product support tailored to meet your specific requirements.
On site technical services
Many customers will want to enhance their technical team with staff with in-depth expertise during a particular project or to cover a period where there is a shortage of resources. The ACI ASTech service provides staff skilled in all aspects of ACI’s products from installation, configuration and testing through to development and scoping of new systems. By sourcing staff from ACI customers are ensured that staff have the depth of knowledge needed to deliver the task.
Access to a knowledgeable 24x7 support service is vital for the critical services organizations provide to their customers with ACI products. Delivering both a self service option and a manned help desk for those high priority situations is vital for the confidence of your staff. ACI’s HELP24 service provides case reporting and tracking while Infolink is an online repository of technical documentation.
Effective testing of a payment system can significantly reduce the support issues that will be encountered in operation. It is important that testing is a repeatable activity to ensure enhancements being deployed – whether in new hardware or software - do not impact existing functionality. Testing can also allow you to anticipate major changes, perhaps growth through an acquisition or a volume peak during a holiday season. ACI offers both a testing product and a testing service.