Organizations implementing newer innovations, such as blockchain, need assurances about the support they will receive during digital transformation projects. A leading enablement tool like Catalyst Blockchain Manager is extremely valuable, automating processes and streamlining workflows, while optimizing efficiency and project costs. But access to leading customer support is another important consideration.
When organizations encounter unexpected hurdles or have special requirements, they need a support team that understands software implementation within complex industries, has considerable technical knowledge of blockchain, and can work with customers to creatively solve issues.
In this article we explore:
- Why outstanding customer support is necessary for organizations adopting innovative solutions
- What the foundations of Catalyst Blockchain Manager Support Services are
- And how the Catalyst team go above and beyond the industry standards for product support
Why Is Customer Support So Important When Adopting Distributed Ledger Technologies?
The world is increasingly complex. The ecosystems within which organizations operate have amassed generations of different software and infrastructure. Distributed ledger technology, and the applications it supports, must in turn work with an array of other applications. This presents challenges in terms of interoperability, with the potential to create unexpected conflicts between systems.
Issues require expertise to diagnose and navigate.
Decentralization also comes with its own particular difficulties. Organizations can become responsible for maintaining a system that a great many others are counting on. An unsolved issue with the system could easily balloon into a problem hurting the operations of not just one organization, but all those that are depending on its application.
As such, organizations building with decentralized technologies are under particular pressure to ensure they either know the answer to problems, or can quickly contact someone who will be able to help. Expert assistance with the product, therefore, plays an even more integral role than it plays in other domains.
Customer support from a deeply knowledgeable financial technology company can be the difference between success and failure.
The Foundations Of Catalyst Blockchain Manager Support Services
We take great pride in providing product support that goes beyond the industry standard. Being deeply involved in the digital transformation of financial services, we are also keenly aware that industry projects often require something more.
Catalyst Blockchain Manager Support services are designed to offer a seamless incident handling experience, so that customers always know the status of their open incidents. We see this as a bare minimum in support for customers. To learn more, read about our support packages.
However, when it comes to complicated technologies, it is common for customers to have additional needs:
- The need for clear, consistent, and rapid communication
- The need for bug fixes
- The need for additional product features and special requests
- The need for extra support when it matters most
To go beyond industry standards, our support expertise falls into different categories that address these needs: Dependable Communication, Bug Fixing, Features Requests, and Project Management Support at Critical times.
Let’s explore how this expertise has played out with examples from our existing clients:
Communication Expertise
Background
One client, one of the largest telecommunications companies worldwide, has been using IntellectEU's Catalyst Blockchain Manager software for several years. The customer had been frustrated with communication gaps in previous interactions with support teams of other suppliers and had stringent requirements on communication flow between IntellectEU and themselves.
Request
The customer needed a client-friendly, easy-to-use tool to get in contact with the support team.
Solution
IntellectEU developed a lean service desk through which bugs, feature requests, or other questions could be made to our Support Team.
The tool has enabled IntellectEU to implement an especially robust communication protocol.
All newly created tickets are immediately routed to our Line 1 support team, which is committed to adhering to strict SLAs for client response, offering regular status updates, escalating specific issues as needed, and meticulously tracking issues in Jira.
This process seamlessly integrates with client communication through email and within the Service Desk ticket, ensuring round-the-clock accessibility for critical matters. This greatly improved the overall client experience, as at all times the client felt informed and engaged with.
The customer reported being extremely satisfied with the communication flow and it helped build strong relationships between the two companies.
Bug Fixing Expertise
Background
Another client, a consortium of European banks, has been using IntellectEU's Catalyst Blockchain Manager for several years. While the software had been effective, the consortium experienced certain bugs.
Request
The customer experienced Gateway timeout errors when the application component was subscribed to a chain code. It seemed that both the Fabric chaincode server and the Java library were well implemented. The question remained: what are the keep alive parameters sent back from the catbm-api? And is it possible to configure keepalive parameters on Catalyst?
Solution
IntellectEU's Support Team assigned a dedicated support specialist who was an expert in debugging complex issues. We promptly identified the root cause, developed a patch, and deployed it to resolve the bug.
The root cause stemmed from the robust and secure configuration of the customer’s firewall, which led to the rejection of the keepalive parameters.
Catalyst developers created a patch that keeps the heartbeat of the message alive in accordance with the customer’s specific firewall and security requirements. Through smooth collaboration between our team and experts on the customer’s side, the situation was resolved.
This scenario proved once again our technical expertise in addressing critical software conflicts preventing our customers from continuing their work.
Feature Request Expertise
Background
A large European bank has been using IntellectEU's Catalyst Blockchain Manager for several years. The customer needed specific security guarantee features to better meet requirements from their Compliance department. The request was required to meet an internal deadline.
Request
The client required an additional security-related resource category added to Catalyst's support for Kubernetes. This technical request was a requirement made by the client’s internal Compliance department, and it needed to be ready within three weeks.
Solution
IntellectEU's support team recognized the value of this request. We gave the feature request the high priority that it deserved, concluded that it also fit the vision of our product, and so rolled it out on our roadmap.
IntellectEU collaborated with the customer’s team to understand their specific needs, and before the deadline passed, delivered the customized new feature, supported by helm charts, exceeding the client's expectations.
The situation demonstrated our ability to understand and fulfill unique feature requests.
Specialized Support At Critical Moments (Go-live)
Background
A wealth management platform provider that has been using IntellectEU's Catalyst Blockchain Manager software for several years needed special assistance at a critical moment.
Request
The customer had been progressing nicely with their use case using Catalyst. But in approaching their go-live deadline, they were in need of continuous support from our side to make sure their go-live was a success.
Solution
IntellectEU understood the critical phase the customer was in. Therefore, we provided continuous support, and a weekly placeholder meeting to discuss potential issues. That way we guaranteed that no issue could spring itself on either party at the last minute. IntellectEU also provided multiple training sessions to ensure a smooth process after going live. And we engaged in system and performance testing to guarantee the robustness of the solution. Though in this instance it was not required, IntellectEU can also offer on-site assistance if needed.
The dedication and support ensured a seamless transition and contributed greatly to a successful go-live for the client. Assisting our customers in order for them to reach their goals is central to the Catalyst Blockchain Manager mission.
More Than A Product
Catalyst Blockchain Manager is a best-in-class enablement tool for distributed ledger technology solutions. But it also comes with world-leading product support.
Knowing that you have assistance when you need it most, that your specific feature requirements can be accommodated for in the enablement tool, and that there is a highly-communicative team ready to help align the solution with the nuances of your legacy systems — this is what differentiates the Catalyst customer experience from the crowded field.
We are not only a provider, but a partner for financial institutions, enabling end-to-end blockchain project success. Interested in learning more? Reach out to our experts for additional information.
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