DTCC Connection

Mar 01, 2017 • DTCC Connection

DTCC Introduces New Case Management System

By Madiha Arsalan

DTCC Introduces New Case Management SystemAs part of its ongoing commitment to delivering a best-in-class client experience, DTCC has invested in a new case management system that streamlines interaction between clients and DTCC’s Client Support Center (CSC).

This new functionality will improve operability and allow support teams to share information more seamlessly using an enhanced, transparent workflow.

Due to launch on February 27, the new case management system allows clients and CSC to better track queries/cases. This provides clients with greater transparency into the status of their inquiries. The new case management system also has an interactive component: Clients can offer feedback about their experience in close to real-time and more often.

“Our investment in this new technology speaks to our ongoing commitment to client experience transformation initiative and our dedication, as a global support organization, to delivering a world-class client experience,” said Bruce Hin, Executive Director, Global Operations and Client Services. “Clients will notice new support service processes that will enhance their interaction with CSC. Our goal is to simplify and improve their experience.”

Tracking Functionality with Case Reference Numbers

Starting February 27, each time a client calls or emails the CSC team to report an issue, the new Case Management System will auto-generate a unique 8 digit case reference number. Clients will receive a confirmation email after each new service request that will contain this case reference number.

Thereafter, any additional correspondence related to that inquiry will be tracked in the system. Clients will be able to check the status of their service request by providing a case reference number to anyone on the CSC team. This greater clarity into each case allows CSC to be better and more efficient problem solvers.

Opportunities to Provide Feedback

DTCC considers client feedback critical in its effort to provide exceptional service. After the resolution of each service request, clients will receive an email with a link to a survey to gauge their satisfaction. This gives clients the opportunity to provide feedback on each inquiry as they are addressed, as opposed to the current process, which only allows clients to provide feedback every 60 days.

DTCC’s client-driven approach will continue with ongoing investments in new technology to bolster its support capabilities and the success of its clients.

DTCC’s Client Support Center can be contacted via email or phone:
csc@dtcc.com
1.888.382.2721, select option 1 then option 3 (US)
1.212.855.8099, select option 1 then option 3 (Int’l)

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