Banking on good support

The Internet has created entire new vistas of customer services for some financial institutions. Many now offer everything from traditional banking to insurance to financial investment services. With a broad range of applications running on multivendor systems, one financial services institution turned to IBM to support its complex hardware and software environment -- as it has for more than 15 years.

Growing its support as this institution has grown its service offerings, the IBM Support Line team works with this institution's technical support team to optimize availability and help reduce outages on mainframes, servers and desktops. In a competitive market environment where time is of the essence, IBM specialists provide problem resolution 24 hours a day, 365 days a year with rapid response times. An IBM Account Advocate, supported by a larger account team, is thoroughly familiar with the institution's IT environment and serves as the single point of contact. This approach provides the financial services firm with personalized problem management and assistance when problems need to be escalated.

The long-term support relationship between this institution and IBM speaks to the institution's satisfaction. As a spokesperson said, "IBM continues to provide the support we need to meet our service level objectives and grow our business offerings."