As a large FI client I am giving you 60 days to fix my service issues and tech stability or I am leaving and you will not collect a term fee from me ---my contract is laden with clauses for non-performance. Fair Warning.
9 replies (most recent on top)
No offense, but I hope you do leave. Nothing is going to change around here until upper management is hurt in their pocketbooks.
None of the recently implemented changes for support are made to help the customer. They just want better numbers to advertise to bring in new clients. If they can't do that the pyramid scheme known as Fiserv will come crumbling down.
You get nothing for going above and beyond. The only alternative is to put in the bare minimum until things change or you're lucky enough to get a new job.
Do everything opposite of what F-beans did and you will see success.
time to put Matt in the job and allow Gibbons to retire.
Large client right. You expect us to believe that
@a5+1jvqqrt6r - you may give 110%, but that's absolutely not true overall. Client service for FIs is atrocious, lacks knowledge, and breaks more than they fix. The service (and data center instability) is a big reason why FIs are outsourcing their core support in droves. And FIs talk. New core sales contracts struggling? Yeah, that's why.
!remindme in 60 days
The MC’s answer has been just to rif
Hi, just want to say I show up daily for my clients, I give 110% and I will look back at my time at Fiserv with pride because I always give it my all. This is true for each and every one of my coworkers and teammates. The people in the trenches care deeply about our clients’ success because it’s your business and it’s our livelihoods.
I feel your pain. If you have a decent AM you might be getting some support, but if not, you’ve probably just been feed a bunch of empty promises. Things are trending better, but I really don’t think Fiserv leadership understands the real issues. Please understand, like any company, we’ve got a lot of yea men between the workers and the senior folks who make sure only roses pictures of perfection are painted.
I’d highly recommend you request your RM get your account reviewed in a Client Health meeting, if the RM knows your issues, they can escalate them their and you will see traction in anything pressing. Systemic change is a culture shift and unfortunately, we need more large clients to leave and call out the MC saying the reason is their inaction.