Enhancing client services

Through increased visibility across your Managed Service or Vendor environment you can enhance client service. For vendors and managed service providers whose reputations hinge on performance and system availability, real-time monitoring of their underlying infrastructure is vital

Outsourcing business-critical applications and services has been a key response of the industry to recent cost cutting challenges. Regulators have responded with specific rules around the provision of outsourced services. With further measures expected, there is a requirement for tools that deliver high standards and strong availability, particularly as clients now expect these standards to be monitored and reported. This is in addition to expecting application availability numbers to be delivered in line with strict KPIs.

Geneos for Vendors and Managed Service Providers

Geneos gives vendors and managed service providers (MSPs) end-to-end visibility across multiple third party and bespoke systems. It also provides a complete view of any problems or potential issues, and whether they are affecting clients and which clients.

Market data vendors

Whether it’s an audit trail for risk management and compliance, or as a price discovery source to support Transaction Cost Analysis (TCA) within a trading platform, clients of market data vendors need access to accurate information as fast as possible.

Geneos’ Market Data Monitor plug-in analyses financial institutions’ market data feeds from the likes of Thomson Reuters, Trading Technologies, NYSE and Bloomberg to check for latency, consistency and content of data. It also provides bespoke data sources, allowing users to create a tailored offering that monitors data integrity.

In addition, the ITRS FIX plugin, which generates alerts based on client login times, allows the team to check connectivity issues and inform relationship managers or brokers if clients aren’t trading in line with expectations. This helps enhance collaboration across the business.

MSPs

Many clients of MSPs are experiencing a period of rapid growth. These clients often have multiple IT systems scattered across various parts of the world and as a result, need several IT support teams to cope with an expanding workload.

In order for MSPs to maintain a high standard of customer service, they need to have a clear view of their clients’ technology infrastructure. This is where Geneos comes in. It ensures that an MSP can provide a global view of how a client’s IT system is performing, addressing problems that previously would have been resource-intensive to solve.

Use cases

  • Provides a full view (summary and per client) of IT performance including: matching engines, connectivity gateways, price feeds and market data, market surveillance systems, order flow and latency hot spots
  • Monitors for key information such as missing process data and unusual spikes in data
  • Marries real-time and historical data to calculate any deviation between ticks in the bid/ask price
  • Automates key reports and daily checks, freeing up resource
  • ​Offers the ability to provide a competitive edge as you can provide your customers with a real-time view of their KPIs

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