Professional services help clients focus on business priorities by improving user experience. As such, they are a central element of the success of the customer journey.
Against the backdrop of Nasdaq’s recent win in the Best Professional Services Provider category at the 2024 FTF News Technology Innovation Awards, we sat down with Gabriel Lopes, Executive Vice President and Head of Client Delivery, FinTech, to learn more on the importance of this victory.
How do Nasdaq’s professional services offerings help meet client needs?
Customer needs always revolve around methodologies to mitigate project risks, leverage AxiomSL® and the capacities of Calypso products to the maximum and commissioning as quickly as possible with a minimum investment. With customer needs at the center of every project, creating services and delivering the project consistently requires the involvement of incredibly passionate people. And the passion for customer success, which is the difference between simply delivering a project and going the extra mile to ensure customers maximize their ROI while achieving a high level of customer satisfaction, is something we are extremely passionate about. proud.
Each of our services – delivery, management, value assurance, training and consulting – is strategically bundled to meet our diverse customer base, from Global Systemically Important Banks (GSIBs) to mid-sized clients across all geographical areas. By offering support and consulting services, pre-implementation, implementation and post-go-live, we continually support the project, ensuring that every need is met while exploring the challenges, because every challenge encountered or anticipated presents opportunities to create new services and improve existing services. those.
As a critical software service provider, understanding the scale of risks and strict security involved in client projects is of the utmost importance given their direct correlation to the project outcome. I recall a recent central bank implementation that allowed 0% change in the P&L environment during trade migration. The investment of time and resources, extensive testing and regular client training sessions to help the client achieve the desired result in accordance with the bank’s policy has been considerable; However, we obtained a positive result.
The result of all this is a virtuous cycle of project results that lead to regular contract renewals that reflect our dedication and expertise, highlight our success and highlight our customer satisfaction.
What makes Nasdaq Professional Services different from other service providers?
One word: “The team”. The Professional Service function brings together the brightest minds who have completed over 2,000 projects to date, focusing not only on successful commissioning, but also ensuring that the entire process, encompassing multiple phases , goes smoothly. We achieve this by involving our teams in product development and upgrades and having frequent discussions with R&D during implementation to get advice on queries. After all, achieving customer satisfaction is a collective journey.
Although information between departments is crucial, we also place great importance on knowledge sharing within departments. We have a large team of approximately 600 Customer Delivery Consultants (84% certified) implementing customer projects on a daily basis. As each team member’s project experience, learning and approach to tackling challenges varies, considering the diverse requirements of our clients, we have a knowledge management portal that brings together all experiences of our consultants, rationalizes them and makes them available to our colleagues. This significantly reduces go-live time by helping teams learn from their peers, avoiding reinvesting time in finding a solution to an already-solved problem.
The quality of our implementation and the development of robust services make us an attractive choice for our customers, as evidenced by the year-on-year increase in the number of new customers, which exceeds 100%.
What role do services play in achieving Nasdaq’s business strategy and overall objectives?
Our customers operate in an extremely critical environment, with high levels of data security. As part of the Nasdaq Financial Technology Divisionthere is an even greater responsibility to introduce methodologies that can help eliminate security vulnerabilities, consistent with Nasdaq’s core mission: to eradicate financial crime. And we are almost there; All of our efforts to develop advanced tools, implement best practices, and responsibly explore AI contribute to this overarching goal.
But our journey extends beyond technology; it’s about forging strong customer relationships built on trust and delivery excellence. Our customers appreciate our investments in new capabilities, resources and services that consistently exceed their expectations, strengthening our position as a trusted partner and ultimately strengthening Nasdaq’s mission to become the trusted fabric of the financial system.