"We have significantly improved our service quality and service consistency."Marcus Müntener, Head of Global Data Operations, SIX Financial Information
40,000 users worldwideReceiving time-critical information on 1.5 million financial instruments
Better service qualityIncreased customer satisfaction through configurable notifications
Faster response timeAvailability for service inquiries increased; processing times shortened
Greater transparencyTicket status visible to clients and SIX at all times, and new monitoring functions for SIX management
SIX Financial Information is a leading global data provider of first-rate data services and solutions for the finance and insurance branches, corporations and the media sector. The company aggregates data, directly and in real-time, from over 1,500 sources worldwide covering the world’s major trading venues. Its financial information comprises reference data, corporate actions, pricing, and market data and covers a broad range of asset classes for millions of financial instruments.
SIX Financial Information serves a global community of 40,000 customers subscribed to its data services, all through a worldwide presence of experts with offices in 24 countries and a digital client communication portal. This portal fulfills a double function: It consolidates the processing of client inquiries across all times zones and office locations while streamlining the distribution of all push notifications sent to SIX data services subscribers. These notifications ensure that all users are promptly informed of any changes in data delivery.
Transformation of Client Communication: Model-Driven and Platform-Based
SIX Financial Information implemented its new portal in 2014/15. It decided to build it not as an in-house development but on the basis of Appway’s digitalization platform. Providing a solid foundation for all relevant processes, systems, and stakeholders to converge, Appway Platform enabled a customized, model-based delivery of the SIX FI portal in two releases. With the first release, SIX FI streamlined its push notifications. The second release consolidated and integrated the ticketing for client inquiries into the existing platform.
The standardized ticketing system provides a snapshot of the benefits delivered by Appway Platform. Until 2015, five different ticketing systems and numerous shared mailboxes were used in parallel across the organization. By facilitating a global management of all incoming client inquiries, Appway’s technology has contributed to greater process efficiency, increased transparency, and faster response times.