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FIS: Banking on Experience Level Agreements to Measure Success

cloud illustration

When you use your bank’s credit or debit card to buy goods or services, chances are, FIS is processing the payment. As the largest financial institution core processor and biggest payment processor in the world, we manage over half the world’s overall wealth, work with 95 percent of the globe’s leading banks, and process $10 trillion of transactions annually. That’s twice as much as our top three competitors — combined.

The size and scope of impact that FIS has around the world means that we must ensure that everything must work smoothly, safely, and securely. For all organizations, that starts with a communications infrastructure.

Measuring what really matters

There needs to be a fundamental shift in the way that we characterize whether our communication infrastructure is successful or not. The standard benchmark of success has long been availability rates. It is go or no go, either it works or it doesn’t.

The problem with this approach is that it simply doesn’t take the end user into consideration. It is entirely possible for a connection to count as successful for the purposes of availability rates, but be completely unusable in practical application. So, what could this look like? It could be artifacts or delays in a video conference, or garbled speech in a telephone call. It could also be a disconnected session due to lost packets. In each of these examples, while the service may have been technically available, the customer experience was negatively affected.

What is needed is a transition from service level agreements (SLAs), to experience level agreements (XLAs). This gives businesses a quantifiable means to shift their measure of success to the customer’s point of view. Simply put, making sure that a service is available is only one piece of the puzzle. Ensuring that the service is also of the highest quality possible is key. This is what leads to high satisfaction ratings, customer retention, and new opportunities.

This is where our partnership with MetTel comes in.

Self-healing SD-WAN

In a legacy environment where traffic Is flowing and there are issues, you are going to feel that. You are going to feel packet loss, jitter, and those kinds of things.

We turned to MetTel’s award-winning SD-WAN service to build resiliency and ultimately higher customer satisfaction. This is already paying dividends for FIS. In fact, our SD-WAN customers surveyed have given us a composite Net Promoter Score (NPS) of 71 percent which is in the “excellent” category, trending toward “world class” (80%).

With SD-WAN, there are self-healing attributes which make circuit degradation seamless to the end user. When this happens, we are alerted, can call the carrier and work through the issue without affecting the customer. Everything is taken care of behind the scenes, making for the best customer experience possible.

Looking towards the future

As we transition away from SLAs to a more customer-centric model, we must adjust the means that we use to ensure that the user-experience meets acceptable levels.

FIS has updated the way that we measure and report success to ensure that each type of connection, be it transactional, voice, or video has that seamless customer experience. Now we have the capability of monitoring, managing, alerting, and wrapping those SLAs around that user experience.  

So let’s go with XLAs!  Because ultimately, it’s what the customer experiences that counts.

Learn more about SD-WAN.

Read Datasheet

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