Expertise
People are at the center of our client service approach. We recruit the top talent for our client service teams and offer all employees highly specialized professional development programs and extensive industry training.
Efficiency
Our service model is built on efficiency and scale. We leverage internal escalation procedures to ensure timely and effective responses to all client inquiries, big or small.
Partnership
We are your technology partner, not just a software vendor. Our partnership approach to service is core to the unique culture of our firm. We offer proactive and comprehensive solutions and not just the quick fix.
360-Degrees of Total Service and Support
Ongoing Relationship Management
Every enterprise Eze client is assigned a named Client Success Manager (CSM) who knows your business and is vested in your success. Your CSM serves as your champion, dedicated to your satisfaction. The CSM brings deep product and industry expertise and personally consults your business. Your CSM is responsible for ensuring Eze support teams know your business and that our products and services continuously meet your ongoing needs.
Through your CSM, you gain insight into what is going on in the industry, how other clients are using our software for better performance, making your CSM a trusted advisor to your organization. Whether you are adding a new strategy or asset classes, looking for input on industry trends like MiFID II, or are creating new compliance rules, your CSM can recommend best practices and help you refine and optimize your workflows.
Production Support
At Eze, we assign every enterprise client a dedicated team of Solutions Analysts focused on providing day-to-day support. Your Solutions team is the first line of defense for day-to-day issues and primary contact for production support. Since you’ll be working directly with the people troubleshooting your issues, you can be confident that they’ll be resolved quickly and efficiently. This team’s extensive product knowledge and experience working across all global clients enables them to quickly resolve issues. They’re not just responding to issues as they happen, they also proactively monitor client environments to identify and address problems before they even impact you.
Project Management
When you engage with us in a project, you’re assigned a dedicated project manager who owns the project from kick-off through execution. Project Managers work alongside your CSM and are backed by a deep team of product experts who provide specialized expertise, input, and insight for the most routine to complex initiatives.
