The Customer Support Center of CUP Data provides all-round technical and business support to its clients and assistants them in achieving continuous development and success. Any question, demand, business and consulting request will be timely and accurately responded by the Customer Support Center.
Composition of the Support Team
After the customers’ newly established card-issuing system goes alive, the Customer Support Center of CUP Data will assigned each of the clients a dedicated support team. Most team members have years of experience of bank card services and participation in card project implementation for many banks, which will guarantee issues and requests from our customers will be analyzed and solved in time.
Issue Solution
The Customer Support Center will respond any technical or product issue facing the customers at any moment. In non-working hours, support team members will keep themselves available by cell phone so that they can tackle or deal with customers’ urgent problems at any time. In case the problem can’t be solved through telephone communication, support team members will allocate alternative support team or research resources to take charge of monitoring in the whole process of problem tackling in a bid to guarantee all issues will be solved as planned. By doing so, it’s also convenient for our customers to be updated with issue-solving status from support teams.
Request Processing
If the clients have any business request or development request after the system is put into operation, they could get in touch with supporting service teams designed to them respectively, with whom the clients will discuss the arising request together and have analysis of the feasibility and efficiency to draw up preliminary design. Then according to the nature of the request (card-issuing system, data or peripheric service platform), the preliminary design will be submitted to relevant R&D team to go through needs assessment.
A set of efficient developing and project management procedure is carried forward inside CUP Data to satisfy the customers’ request with high quality. Supporting Team will conduct track and control during the whole process. Request processing status will be reported to and communicated with clients by the supporting team, which includes assessment result, final design (it should be submitted to clients for approval), developing planning scheme (it should be submitted to clients for approval). After the development is completed, supporting team will work with the client to do User Acceptance Test and arrange for version change and go-alive.
Training Arrangement
The comprehensive function of CUP Data’s card-issuing system revolves multiple business modules. Bankcard business is innovation oriented, so it’s important for the clients to receive good training to master usage of the system as well as new business function. A complete training plan will be prepared for the client by the Customer Support Center before the client use our system for the first time. Such training will be completed before CAT and the system is launched. Besides, we provide our clients with continuous training and communication by all channels, including updated training material and training courses focused on different topics.
Document Issuance
The Customer Support Center of CUP Data will issue and update document by ways of e-mail notice, website publication, written files and etc. By doing that, the clients will acquire business and technical specification documents on card-issuing system and peripheric service system. All these documents describe functions and key points of our card-issuing system in details to make our clients master the usage of our card-issuing system as well as peripheric service system and carry out business innovation in a bid to realize their business target by taking advantage of our system.
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