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This slow, outdated form of communication was compounded by a further time delay.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.
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.”