New virtualization paradigms, the complexity of new regulations and the dynamic evolution of the market, have led to institutions searching for a greater commitment from their strategic service providers to support the transformation of their business models. Our services’ approach has been designed taking this situation into account, which we have been studying throughout years of close relationships with our clients, always ready to seize opportunities in order to change and improve.
To achieve these goals, we create and maintain all the necessary conditions to become a strategic long-term partner of our clients. In each stage of the relationship, from initial assessment, implementation and upgrade to actual production and technical support; we offer a balanced combination of highly qualified human resources, experience and methodology.
A STRONG CUSTOMER SERVICE CALLING
At Mercap we have developed a strong culture of customer service that involves optimizing the response times to each requirement through a clear understanding of the underlying need. In addition, we detect non-manifested demands to prevent future challenges and get in-front of each obstacle that may lie ahead.
Our customer service team continually carries-out trainings to be able to face new challenges that arise from the market’s transformation. In this way, our clients receive a personalized response, either in person or remotely, which is adapted to the organization’s scenario, while always aiming to maintain the service quality level.
A MULTIDISCIPLINARY TEAM FOCUSED ON QUALITY AND SERVICE
We understand what our clients need and we use a set of principles and practices as a guide to be able to commit to providing an optimal response at the right time and in the correct way. First of all, Mercap’s human resources offer knowledge and experience both in IT as well as in Finance. System engineers and analysts meld their technical skills with the analytical expertise of MBAs, majors in finance, accountants, economists, actuaries and mathematicians to deepen the understanding of the client’s requirement.
In addition, focused on the client’s satisfaction and continued improvement, all of our processes have the ISO 9001 quality certification. This means that everything that we do in Mercap is in constant evolution.
AN EFFICIENT IMPLEMENTATION METHODOLOGY FOR SUCCESFULL PROJECTS
Mercap’s delivery model is based on high quality implementations, where the costs and risks are carefully controlled. It consists of an interactive process that stands out from the traditional approach only centered on requirements, to give rise to a new paradigm focused on the business that favors faster responses and fosters feedback from the client. This process is also nourished from a collaborative perspective with the project’s teams and the members of the system involved in platform delivery.
The design of our products turns them into powerful tools for the evolution of each entity. This is the reason why we work together with users starting from their initial experience using the system, so that they can gain a deeper understanding that will allow them to harness the benefits of each solution to its maximum potential.
A SUPPORT FRAMEWORK WITH THE MARKET’S BEST PRACTICES
Our support team gathers as much information as possible in order to learn about the client’s situation and context to offer them an appropriate level of response. In addition, we always seek to provide proactive advice trying to get ahead of future scenarios.
- Service desk
- Dedicated team integrated with the client systems department.
- Service Level Agreement
- Bank of hours for adding new functionalities
- After-hours duty staff