High Speed Employee Communications Pays Off For Ingenico

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Our Customer

Ingenico ePayments

Their Industry

Business Services

Location

Paris, France

Number of Employees

400+

Background

Ingenico ePayments is the online and mobile commerce division of one of the world’s largest providers of payment services and solutions, Ingenico Group.

The online payments division services more than 80,000 clients worldwide, ranging from cafes and flower shops to international airline companies and hotel chains.

As you'd expect, a smooth-running, highly resilient IT operation is at the heart of this online business. There’s no room for error, as the flow-on effect to customers could be significant.

Tim Van Deyck performs the critical role of Incident Manager/Operations at Ingenico ePayments. Part of his role is to ensure IT communications are effective, that staff are fully informed about any incidents that may impact them or their customers, and that resolution of any IT issues is swift.

Key Challenges

In the ultra-fast world of e-payment processing, every second counts. A minor degradation of service, or a temporary outage from a third party, can be a major headache for any merchant trying to process payments. Loss of services could have a direct, negative impact on customer revenue.

It’s one of the key reasons why frontline staff at Ingenico ePayments must be quickly informed of any IT incidents. These staff are at the coalface, responding to inbound calls from customers – the earlier these internal teams are in the picture, the better they will be able to respond to clients.

Van Deyck knew that traditional methods, such as email, were no longer efficient for pushing important IT-related messages out. He says, “Emails were not being seen in time, or often overlooked completely.”

This slow, outdated form of communication was compounded by a further time delay. The international nature of the company’s customer base meant that communications had to be translated into multiple languages before being issued. This process involved collaborating with the internal communications team, adding another layer of approval and ultimate sign off.

It became imperative for the company to find a better way to disseminate important, urgent information.

Solution

After evaluating various communication tools, Ingenico ePayments selected SnapComms Desktop Tickers and Panic Button tools. Both are high-performing channels that bypass emails completely.

Desktop Tickers are more passive in their delivery format, enabling workers to consume message content without being distracted from their current work application. Also known as scrolling newsfeeds, Tickers display as a narrow window of text, subtly moving across the bottom of a computer screen. This short-form style is ideal for publishing IT updates and latest news, and for linking to more in-depth content if required.

Conversely, Panic Button messages are high impact alerts – fully intrusive and unmissable – and can be set to display on top of all other applications. This tool displays as a pop-up message window, straight onto screens. This overt channel is best used for emergency or high-priority information.

Application

Ingenico ePayments uses the Desktop Ticker to scroll important IT incident information across the bottom of employees’ computer screens.

Messages are typically the first notification of ongoing IT incidents that could impact on the customer base, status updates or general reminders. These Tickers often contain links to more information, such as the internal incident report which is used to build external communications when needed.

The Panic Button is used for more serious or time-sensitive IT incidents. Similarly, these alerts can be custom-designed for extra visibility and can incorporate links to more information.

SnapComms software integrates fully with Active Directories to facilitate pre-defined targeting. Van Deyck views this as an essential feature. He explains, “We can reuse distribution lists defined in our mail set up. New starters and leavers are updated, and once a year we’ll check with employees which comms they want.”

Ingenico-team

Results

SnapComms now form a central component of the company’s communication program. Important information can be pushed out without delay. As Van Deyck says, “The Panic Button removes me – the incident manager – as a potential bottleneck in the communication process. Any authorized member of my team can now publish a message, saving valuable time and reducing stress.”

This cuts down on human error too, as pre-defined content, in multiple languages, is ready at the click of a button – a great advantage in the heat of an incident.

While the incident team do not communicate directly to customers, Van Deyck has no doubt that keeping internal stakeholders immediately and accurately informed goes a long way to providing the optimal level of customer service and loyalty.

SnapComms Panic Button has helped us dramatically reduce the time to publish urgent messages, from around 10 minutes after incident detection to about two!

Tim Van Deyck Incident Manager/Operations, Ingenico ePayments

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