What is most valuable?
We found that we were able to give much improved customer service and improved fraud prevention. It improved commercials. Commercials were a big factor. The opportunity to do an improved customer service offering in changing the way that we approached the process, almost shaking it up a little bit, and having an opportunity to rethink what we did.
What needs improvement?
Keep them what they are doing at a time when they are growing to be able to keep that one to one support for us when other people are starting to come aboard and realize the benefits of moving to CA. We want them to be able to keep up that level of relationship management with us.
There is always room for improvement, but we really don't have any complaints in our office. We work well with CA.
There is always room for improvement. For example, there have been service outages/incidents and work has to be chased, for completion or comment
For how long have I used the solution?
Our first anniversary is coming up, so one year.
What do I think about the stability of the solution?
It is all within our contractual SLA. Anything that we had, has been a blip. How that has been handled has been brilliant.
We've had a lot of attention on any small bits that we had to report in. We've been hand-held throughout. We've had regular meetings, one to ones. It's all been great.
We are in the process of collaborating with CA at the moment on a proof of concept for further developing our syndication in the long term to further enhance the customer experience.
How is customer service and technical support?
They are excellent. They do one to one marking. Their reaction to our needs, whether it be from email queries, full on technical support, or running proof of concepts; their ability to work with us is great. We really feel that we have got a one to one relationship management setup with them. They're brilliant.
How was the initial setup?
The migration was very straightforward. I think, all-in-all, it took us about 12 to 15 weeks, post-contract, for us to migrate. So, it was very easy, with a lot of support.
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