©2023 FIS
FIS and the FIS logo are trademarks or registered trademarks of FIS or its subsidiaries in the U.S. and/or other countries. Other parties’ marks are the property of their respective owners. 2227023
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FIS is a leading provider of technology solutions for merchants, banks and capital markets firms globally. Our people are dedicated to advancing the way the world pays, banks and invests by applying our scale, deep expertise and data-driven insights. We help our clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers. Headquartered in Jacksonville, Florida, FIS is a Fortune 500® company and is a member of Standard & Poor’s 500® Index
About FIS
THE CLIENT EXPERIENCE:
IT STARTS WITH YOU
We understand you want a consistent, integrated, high-quality experience. Our focus on seamless support and faster resolution times lets you meet your customers’ expectations while we handle the rest.
34,000+ training enrollments with an average satisfaction score of 4.0/5.0 by FIS colleagues in 2022
301 new product training courses created in 2022 with a focus on HORIZON XE, Modern Banking Platform, Digital One and Payments
We’ve run programs focused on enhancing issue resolution time and increasing our support team’s product expertise.
Increased product expertise for FIS colleagues
8.9/10 client satisfaction score in 2022
7% reduction in implementation time in 2022
We’ve made it faster for you to get up and running with new solutions and we’re improving the way we keep you connected, from sales to onboarding and beyond.
Reduced implementation times
December 2022
Launched in April 2023, the new Ticket Activities feature provides an overview of your ticket’s progress, increasing your visibility into the issue resolution process. We will continue to enhance your experience using the portal with improved performance of page loads and a redesigned logout timer, ensuring you have ample time to complete your tasks.
Client Portal improvements
April 2023
Alongside our new team structure, we are continuing to prioritize a rapid decrease for our aged ticket backlog.
Ticket backlog focus
We have created self-service tools to give you more control and choice in how you access product knowledge. Visit the Learning Solutions site to access resources including the FIS Academy, quarterly newsletters and more. For product knowledge in real time, the Learn More app – available for Payments One, Digital One Online Accounts and HORIZON – now delivers training within the FIS application.
Additionally, we have set up a client collaboration forum to create a community for knowledge sharing, which is accessible via the Client Portal.
Accessible product knowledge for clients
We provide the expert support and experience you need to achieve your goals. With in-house expertise at your fingertips, you can trust us to be your dedicated partner in achieving success.
Our journey to an excellent client experience is ongoing. We are dedicated to setting a new standard for your experience and our partnership every step of the way.
September 2022
MARCH 2023
February 2023
The Client Success Management team will be your single point of contact, helping you to navigate FIS and maximize the value you get from your solutions.
Our expanded coverage will enable your client success manager to be with you for the moments that matter in your journey with us, delivering a more unified and seamless experience.
Refocused Client Success team
April 2023
R
DeAndre Jones
Banking Solutions Chief Client Officer, FIS
Contact us
2,071 courses available on FIS Academy
R
13% decrease in 6 weeks for HORIZON tickets 30 days or older
Achieved 89% of overall ticket backlog reduction target
11% decrease in ticket backlog for all products since mid-March
92% improvement in accuracy of ticket assignment
74% of calls answered against reduced 30-second target
98% improvement in initial ticket response times
We have redesigned your initial FIS contact point to provide faster call response times, deliver faster identification and escalation of incidents, and improve triage and routing of support requests. Core Banking, Cards, Money Movement and Digital products have launched, and the remaining products are coming soon.
Redesigned service desk
MARCH 2023
Reallocated staff to support your priorities
27% reduction in ticket backlog August 2022 - February 2023
80% increase in HORIZON support staff
We reorganized our teams to address your support requests more efficiently. In the new structure, we have a team dedicated to faster turnaround of new support requests and another team working on existing issues in the system. With this reorganization, our teams are more focused and can resolve your requests more quickly. Request resolution is now exceeding new volume, meaning most new requests are resolved quickly and ongoing requests are steadily decreasing.
We’ve also extended the support you receive following a platform migration or upgrade to ensure a smoother transition.
Reallocated staff to support your priorities
August 2022
Increased product expertise for FIS colleagues
Accessible product knowledge for clients
Reduced implementation times
Refocused Client Success team
Client Portal improvements
Ticket backlog focus
Redesigned service desk
Key Milestones Delivered
just launched
You need a clear way forward. We’re helping you carve a path to success.
now live
Strategic planning with your client success manager
Strategic planning with your client success manager
Your dedicated client success manager (CSM) is your client advocate and single point of contact. In the coming months, your CSM will work with you to co-create a customized strategy to reach your goals and set up a health check with our solution experts to ensure that your FIS systems are being utilized to their full capabilities so that you’re maximizing your investment.
Client training roadshows
Your customers demand fast response times. We’re bringing you the tools.
now live
Client training roadshows
We’re bringing client training roadshows directly to you, to zero in on targeted product training and knowledge sharing. To meet the demands of your business, we’re focused on giving you the tools to respond quickly and accurately to your customers through complementary in-person training with our certified and award-winning trainers. Register via FIS Academy by searching for ‘Training Roadshow.’
Ticket transparency and visibility
You need more choice. We’re delivering better self-service tools.
now live
Learning, self-service and collaboration
You need more choice. We’re delivering better self-service tools.
now live
When you do have an issue that requires submitting a ticket, you’ll be able to easily track progress with the newly introduced Ticket Activities feature. We put the tools in your hands so you no longer have to wait for a call or e-mail you can check your ticket status with complete visibility through completion.
Ticket transparency and visibility
Learning, self-service and collaboration
As we double down on our commitment to ease learning and improved self-service tools for faster resolutions to your questions, we’re relaunching many of our client training programs to help you quickly find the information you need. Additionally, we’ve set up a client collaboration forum to create a community for knowledge sharing.
Expanding client feedback
We’re listening to you.
ongoing
We recognize your expertise and value, and we’re committed to providing more co-creation opportunities. Throughout 2023, we’ll be hosting monthly client roundtables and executive summits. We’re also going to work with user groups and advisory groups to prioritize critical features and enhancements to drive product innovation.
Expanding client feedback
Hear about our new initiatives
DeAndre Jones
With FIS as your strategic partner, you are at the center of everything we do. I’m excited to share how we are actioning on your behalf to continuously improve your experience and provide the support you need, when you need it.
Title goes here
Strategic planning with your client success manager
Your dedicated client success manager (CSM) is your client advocate and single point of contact. In the coming months, your CSM will work with you to co-create a customized strategy to reach your goals and set up a health check with our solution experts to ensure that your FIS systems are being utilized to their full capabilities so that you’re maximizing your investment.
You need a clear way forward. We’re helping you carve a path to success.
now live
Learning, self-service and collaboration
As we double down on our commitment to ease learning and improved self-service tools for faster resolutions to your questions, we’re relaunching many of our client training programs to help you quickly find the information you need. Additionally, we’ve set up a client collaboration forum to create a community for knowledge sharing.
You need more choice. We’re delivering better self-service tools.
now live
Ticket transparency and visibility
When you do have an issue that requires submitting a ticket, you’ll be able to easily track progress with the newly introduced Ticket Activities feature. We put the tools in your hands so you no longer have to wait for a call or e-mail. You can check your ticket status with complete visibility through completion.
Client training roadshows
We’re bringing client training roadshows directly to you, to zero in on targeted product training and knowledge sharing. To meet the demands of your business, we’re focused on giving you the tools to respond quickly and accurately to your customers through complementary in-person training with our certified and award-winning trainers. Register via FIS Academy by searching for ‘Training Roadshow.’
Your customers demand fast response times. We’re bringing you the tools.
now live
It starts with
you
Hear from DeAndre Jones
Learn more
What Clients Are Saying
Employee promise
Employee promise: it starts with you
We are dedicated to setting new standards of service and support at FIS, driven by the goal of putting you at the center of everything we do.
Building subject-matter expertise with modernized learning to address client needs.
training roadshow: what clients are saying
Self-service tools that help you find the answers to your questions quickly
improvement in product knowledge
56
%
Office hours to engage with instructors and peers, fostering a collaborative learning environment
Health checks with solution experts drive efficiency by ensuring systems are properly utilized
FIS Banking Solutions
community crowd-sourcing platform increases product knowledge
Learn more
Learn more
Training Roadshow
Your Strategic Partner
It Starts With You
DeAndre Jones
Banking Solutions Chief Client Officer, FIS
View the 2024 Training Roadshow schedule
Learning resources,
self-service and subject matter expertise
Client training roadshows and results
Simplified support requests
Strategic planning with your Client Success Manager
Your dedicated Client Success Manager (CSM) serves as your client advocate and single point of contact. Your CSM will work with you to co-create a customized treatment strategy to reach your goals and set up a health check with our solution experts to ensure that your FIS systems are being utilized to their full capabilities.
Strategic planning with your Client Success Manager
July 2023
Simplified support requests
July 2023
We’re bringing client training roadshows directly to you, to zero in on targeted product training and knowledge sharing. To meet the demands of your business, we’re focused on giving you the tools to respond quickly and accurately to your customers through in-person training with our certified and award-winning trainers. Register via FIS Academy by searching for ‘Training Roadshow.’
Client training roadshows and results
October 2023
We’ve enhanced Client Self-service Tools including an online learning solution site with resources like the FIS Academy, quarterly newsletters, and more. We introduced monthly topic specific Office Hours where you can actively engage with instructors and your peers improving product knowledge. Now live FIS Banking Solutions Community crowd-sourcing platform allowing users to freely ask and answer questions, reducing the need to submit a ticket. You said you needed more options. As we double down on our commitment to ease learning and improved self-service tools, we’re relaunching many of our client training programs to help you quickly find the information you need.
Learning resources, self-service and subject matter expertise
October 2023
We’re making it easier for you to get help when you need it. We’ve simplified the process to open tickets by reducing the number of category and subcategory values by 44%. You’ll also be able to easily track the process with the new Ticket Activities feature, where you can see the actions taken to move your requests to completion.
Reducing the number of category values by 44%
Hosted Over 15 Client Roadshows with 56% improvement in product knowledge.
2024 Client Training Roadshow
Learn more
Resolving Incidents Faster
Break down silos
Hear from Joyce Fletcher on how CX Banking is Breaking Down Silos in the most recent updates including Modernizing learning and communication, Ticket simplification, and Client incident and problem management.
Breaking Down Silos CX Banking
Joyce Fletcher
SVP of Client Support Banking CX
Download eBook
The Client Incident and Problem Management Expansion streamlines and improves resolution of client specific incidents, provides timely, comprehensive communication and root cause analysis. This new expanded team creates accountability with urgency and will break down silos to resolve incidents faster.
Relaunched customer communication
Client incident and problem management expansion
You said you wanted to see improvements and more streamlined communication, so we have relaunched custom communication e-Bulletins through a newly designed easy to follow newsletter with a clear call to action, and with only content relevant to what you care about for products or operational updates, education and major incidents making it easier to know what you need to do and when. All helping to make it easier to do business with us.
Relaunched customer communication
October 2023
You said it was critical to your business that we improve how quickly we resolve major incidents, so we expanded the Incident Management and Problem Management teams. These teams will work across teams to streamline and improve resolution of client specific incidents, as well as provide timely, comprehensive communication and root cause analysis.
The Client incident and problem management teams are the connectors within FIS to resolve the most urgent tickets faster and are another important step in creating a robust client facing service management infrastructure focused on improving the service we provide to you. These teams create accountability with urgency and will break down silos to resolve incidents faster.
Client incident and problem management expansion
October 2023
Learn more
Best in Class Tools and Processes
Domain Expertise
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Best in Class Tools and Processes
Improved access to domain expertise by speaking to a specialist
A new way to easily schedule a conversation with our support team. When we receive your request for assistance, we’ll send you a link to a support specialist’s available meeting times, allowing you to select the time that works best for you. You’ll be able to get answers to your questions more quickly and leverage your time with the specialist to receive personalized advice and raise additional questions about other tickets, all in the same meeting.
Speak with a specialist
October 2023
Launch of PMO University, teaching best-in-class project management tools
This development platform is focused on helping FIS colleagues enhance their knowledge of project management methodologies and best-in-class tools, while promoting consistency across the organization. Our clients are at the forefront of all we do, and PMO University supports that focus by fostering more effective client engagements through developing best-in-class expertise in project management.
PMO University
October 2023
Ticket simplification for faster resolution and ease of use
We’ve made it easier to open support and project request tickets on the client portal, and we’re now gearing up to launch the fresh look and improved interface. The process of entering and managing tickets and new project requests will be more intuitive and streamlined for ease of use.
Ticket simplification
October 2023
FIS Concierge, a chat bot that leverages GenAI to answer your questions.
A chat bot that leverages GenAI to answer your questions. It’s currently live with a select number of clients who are working closely with us to ensure it’s ready for general availability. Ultimately, clients will be able to ask FIS Concierge product-related questions and receive answers quickly as the bot uses GenAI to scan related FIS documentation, saving you both time and effort in searching for answers.
FIS Concierge
October 2023
Here are just a few things clients had to say about recent FIS implementations
Barksdale Federal Credit Union
This was a great experience for us. With the help of the FIS team, this was our most successful merger to date, and I appreciate everyone's hard work over the past few months.
Cambridge Trust Company
They communicated well, were willing to teach, were responsive. When we requested escalation, they accommodated with added resources and additional check-ins. They were very collaborative across business lines.
General Electric Credit Union
They were knowledgeable about process and requirements. They were direct but friendly. I appreciated that they adapted to our pace. It reduced the stress level.
Susan McGregor
SVP, Onboarding and Professional Services
Banking Solutions Client Experience
The Client Incident and Problem Management Expansion streamlines and improves resolution of client specific incidents, provides timely, comprehensive communication and root cause analysis. This new expanded team creates accountability with urgency and will break down silos to resolve incidents faster.
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Best in Class Tools and Processes
FIS Concierge, a chat bot that leverages GenAI to answer your questions.
Ticket simplification for faster resolution and ease of use
Launch of PMO University, teaching best-in-class project management tools
Improved access to domain expertise by speaking to a specialist
A new way to easily schedule a conversation with our support team. When we receive your request for assistance, we’ll send you a link to a support specialist’s available meeting times, allowing you to select the time that works best for you. You’ll be able to get answers to your questions more quickly and leverage your time with the specialist to receive personalized advice and raise additional questions about other tickets, all in the same meeting.
Speak
with a
specialist
October 2023
This development platform is focused on helping FIS colleagues enhance their knowledge of project management methodologies and best-in-class tools, while promoting consistency across the organization. Our clients are at the forefront of all we do, and PMO University supports that focus by fostering more effective client engagements through developing best-in-class expertise in project management.
PMO
University
October 2023
We’ve made it easier to open support and project request tickets on the client portal, and we’re now gearing up to launch the fresh look and improved interface. The process of entering and managing tickets and new project requests will be more intuitive and streamlined for ease of use.
Ticket simplification
October 2023
A chat bot that leverages GenAI to answer your questions. It’s currently live with a select number of clients who are working closely with us to ensure it’s ready for general availability. Ultimately, clients will be able to ask FIS Concierge product-related questions and receive answers quickly as the bot uses GenAI to scan related FIS documentation, saving you both time and effort in searching for answers.
FIS
Concierge
October 2023
Launch of The PMO University teaching best in class project management tools
Improve Access to Domain Expertise, Speak to a Specialist
Ticket Simplification for more accurate routing and ease of use
Learn more
Building and Now Elevating
Client Success Management
Learn more
Adopting and Reinforcing Client-Centric Behaviors
Milestones Delivered from DeAndre Jones
DeAndre Jones
Chief Client Officer, Banking Solutions
Our mission now is to leverage everything we've built to continue elevating our ability to provide you with the best possible experience. We're adopting and reinforcing client-centric behaviors that integrate the way we resolve your tickets, implement new solutions and deliver with client success.
Adopting and Reinforcing Client-Centric Behaviors
Improved service desk design, lowering responses times from 647 to 17 minutes
Upskilled 100% of Client Success Managers to improve knowledge of FIS solutions reducing handoffs
Executed over 6,000 touchpoints with clients and standardized engagements
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Building and Now Elevating
Meet Chief Client Advocacy Officer, Maria Schuld and hear highlights of how our Quality Assurance program is transforming your client experience, and reinforcing client-centric behaviors that help us meet your needs.
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Building and Now Elevating
Maria Schuld continues her update with news about our refreshed Service Catalog, which helps you with tailored services designed around your unique business.
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Building and Now Elevating
Maria Schuld provides updates to Speak with a Specialist, which simplifies scheduling calls with FIS product specialists by allowing you to view calendar availability, so you can find a time that is most convenient for you to connect.
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Building and Now Elevating
Maria Schuld provides updates to FIS Community. The power of a collaboration tool like FIS Community is that it creates a searchable knowledge base where others can benefit from information or answers long after the initial question and response.
Hear from Susan McGregor, SVP of Onboarding and Professional Services. Benefit from our 'Speak with a Specialist' service for rapid, expert solutions, and enhance your skills with PMO University's premier tools and processes training.
Building and Now Elevating