Finacle is the industry-leading digital banking solution suite from Infosys Ltd. Finacle solutions cater to all aspects of banking such as core banking, online banking, mobile banking, CRM, payments, treasury, origination, liquidity management, Islamic banking, wealth management, and analytics-related requirements of financial institutions worldwide.
An assessment of the top 1250 banks in the world reveals that institutions powered by the Finacle Core Banking solution, on average, enjoy 7.2% points lower costs-to-income ratio than others.
No Support Like Self-Support
Launched in March 2017, the Finacle Support Portal has become a useful support tool for customers and partners in a short period of time. By logging into the support portal, customers can access relevant information in a feed that is customized based on the Finacle product(s) used by them. Two key offerings of the support portal are TechOnline Dashboard that simplifies the process of monitoring the status of a ticket, and Patch Dashboard that eliminates guesswork by providing real-time data related to delivered and in-progress patches. The support portal includes the Finacle PhraseBook, a glossary of various terms related to banking modules and sub-modules. There is also a FAQs section that addresses all basic concerns of a visitor by supplying concise information on Finacle features, functionality and other important aspects. Partners are a crucial lever of the Finacle ecosystem, and the support portal makes sure that they get topnotch support. The Finacle Delivery Implementation Platform (FDIP) section captures the minute aspects of the implementation process and offers insightful information on the various stages involved in the process of Finacle implementation.
Big Impact in Little Time
Within 6 months of its launch, the Finacle Support Portal has been adopted by over 160 leading banks and over 50 of Infosys Finacle partners. The Phrase- Book has grown exponentially containing over 4000 entries that make using Finacle easier. Further, with support information on error resolutions and a growing repository of FAQs, the portal continues to build on both the scale and quality of the support it provides.
The Way Forward
The Support Portal is a journey that has just begun. Short-term roadmap for the portal includes an option to download relevant hotfixes directly from the patch dashboard. An intelligent chatbot will be integrated within the portal that will take customer engagement to the next level. Work is also in progress to create a customer community for Finacle users to drive peer-learning and introduce an additional channel to resolve impending customer issues.