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.
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 front-line 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This slow, outdated form of communication was compounded by a further time delay: the international nature of the company’s customer base meant that communications had to be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 comms 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.
After evaluating various communication tools, Ingenico ePayments tested and subsequently selected SnapComms Tickers and Panic Button tools. Both are high performing channels, but in different ways.
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 fully ‘sit on top’ of all other applications. This tool displays as a pop-up message window, straight onto screens. Best used for emergency or super-important information, this overt channel - like Tickers - bypasses the email channel completely.
Both notification tools can display across any of the company’s 400 + employees’ screens (mobile and desktop) and now form a central component of the company’s communication program.
Full-screen SnapComms alerts - like the example above - are a reliable way to communicate urgent or important messages - such as a major IT outage - to staff.
Ingenico ePayments uses SnapComms Desktop Ticker to scroll important IT incident information across the bottom of employees’ screen. Messages are typically the first notification of ongoing IT incidents that could have impact on the customer base, status updates, or general reminders. If required, these Tickers contain links to more information such as the internal incident report which can be used to build external communications if 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 staff are kept up-to-date on important IT updates via SnapComms
SnapComms enables important information to 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.
Van Deyck adds:
“SnapComms Panic Button has helped us dramatically reduce the time to publish urgent messages, from around 10 minutes after incident detection, to about two!”
While the incident team do not communicate directly to customers, Van Deyck has no doubt that keeping internal stakeholders accurately and immediately informed goes a long way to providing the optimal level of customer service and loyalty.
Where: Headquartered in Paris with local presence across 170 countries in the world.
What: Ingenico ePayments is the online and mobile commerce division of Ingenico Group - a leading global provider of electronic payment processing services.
Objectives met: A faster, better way to inform internal stakeholders of any IT incidents that may affect customers.