Computer Associates International, Inc. (CA) today announced that SIA S.p.A. (Societ`a Interbancaria per l`Automazione-Cedborsa), the leading provider of Information Technology services to the Italian Stock Exchange and financial community, has selected CA`s Unicenter Service Desk to reduce costs, streamline delivery and enhance the quality of the services it provides to client banks and brokers in Italy and abroad.
Unicenter Service Desk was selected over solutions from Remedy and other companies, and began delivering business benefits to SIA in just seven working days.
Formed in 1977 by Banca d`Italia (Bank of Italy) and ABI (Associazione Bancaria Italiana - Italian Banking Association), SIA S.p.A. today has 700 employees and is regarded as the major IT partner in the Italian banking and financial community. Its secure networks manage nearly seven million equity and bond contracts for securities dealers in Italy, as well as in eight other European countries and Japan. During 2000, SIA systems handled 250 million transactions, amounting to a total of 3.4 terabytes of data. SIA specializes in several business fields: Financial Markets, Payment and Pre-settlement Systems, Networking and Large Databases. FY revenues came to 181 million euros, with growth of 14% expected for FY 2001.
SIA, which already used CA`s acclaimed Unicenter solution to manage its critical transaction infrastructure, chose Unicenter Service Desk as the foundation for a sophisticated service center management system that provides full-cycle support to banks and financial institutions in Europe and Japan. Unicenter Service Desk enables SIA to meet and document its compliance with increasingly stringent Service Level Agreement (SLA) commitments - allowing it to guarantee customers a standard of assistance befitting its leadership position in the global financial community. Using Unicenter Service Desk, SIA`s 200 call center employees can now handle 15,000 calls per month.
"Management of the entire service level workflow through Unicenter Service Desk brings enormous benefits for us," said Eugenio Marogna, CIO and quality manager at SIA. "We can track the whole problem resolution process from the moment a help request is triggered to its ultimate resolution. This historical data gives us the essential insights we need to continually improve our service levels."
The nature of SIA`s services place a huge premium on the quality of the relationships it has forged with its nearly 2,000 customers. As Marogna observes, "In a world where transactions last just a few seconds, customers aren`t going to wait around to get help."
The need for updated procedures emerged in late 2000, when SIA`s back-end and asset management product lines created the need for a new operations support management platform. The project grew in scope and was extended to other services. Now, just weeks after the implementation of CA`s Unicenter Service Desk, SIA`s call center personnel are able to respond to unique service requirements.
Marogna said SIA chose Unicenter Service Desk for its "rapid implementation, a highly intuitive and standardized interface, superior flexibility, full integration with legacy systems, and CA`s convenient and flexible license terms."
SIA is extremely happy with the results and believes the company has taken a big leap forward in making its help desk activities more efficient. "We have greatly streamlined our procedures with a platform that is strongly oriented towards customer relationship management," said Marogna. "We were looking for a product that would enable us to provide timely, first-class service, but - much to our surprise and delight - the results we have seen with Unicenter Service Desk go well beyond this goal."
"For growing companies like SIA that put a premium on quality service, effective service desk automation is a strategic necessity and a significant competitive advantage," said Alfonso Nobilio, country manager, CA Italy. "Its enormously successful deployment of Unicenter Service Desk demonstrates that CA has the ideal solution for such companies, especially in markets such as financial services, where speed and reliability are of the essence."
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SIA designs, implements and manages IT and telematics systems for both the domestic and the international financial community. For the past twenty years SIA has always been at the forefront of technological innovation and has developed systems meeting the evolving needs of the financial operators. The history of SIA has been characterized by technological milestones that have marked the modernization of the Italian financial system (i.e. the implementation of the nationwide network connecting all banks, the automation of the payment systems, the creation of electronic markets, all the way to the most recent goals achieved in the areas of electronic business, among which the financial information, the electronic signature and the e-security systems). Such an expertise is a valid asset for all the companies, all the investors and all the operators interacting with the financial system.
Computer Associates
Computer Associates International, Inc. (NYSE: CA) delivers The Software That Manages eBusiness. CA`s world-class solutions address all aspects of eBusiness management through industry-leading brands: Unicenter for infrastructure management, BrightStor for storage management, eTrust for security management, CleverPath for portal and business intelligence, AllFusion for application life cycle management, Advantage for data management and application development, and Jasmine for object-oriented database technology. Founded in 1976, CA serves organizations in more than 100 countries, including 99 percent of the Fortune 500 companies. For more information, visit http://ca.com.
(c) 2002 Computer Associates International, Inc. One Computer Associates Plaza, Islandia, NY 11749. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.
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