Problems we Solve

Competent authorities are expected to provide comprehensive end user support resources and services on an ongoing basis.

  • A knowledge base and a helpdesk take a lot of time and application expertise to develop and maintain.
  • Competent authority staff are unavailable, as they are already stretched dealing with the increased data collection needs.
  • Staff at financial institutions and other reporting entities change frequently meaning that once-off initiatives are inadequate.

Key Benefits

The support centre has been developed based on extensive experience gained from supporting thousands of users around the world.

  • Addresses common support issues with an extensive knowledge base including user-guides, articles and FAQs.
  • Removes the support burden on the competent authority team with all end-user application queries resolved by a team of experts. 
  • Support resources that scale to cater for peak periods of demand, ensuring end users are fully supported around these key dates.

Product Highlights

Scalable Helpdesk

Scalable Helpdesk

A dedicated helpdesk for reporting entities manged by Vizor.

  • A flexible approach that allocates extra resources during peaks in demand.
  • Solution subject matter experts that can quickly address any application issues.
  • Log support issues at any time with live support during agreed business hours.
  • Powered by an easy-to-use portal specifically for regulated entities.
  • Full traceability of queries, incidents, responses and statuses across all support activities.
Knowledge Base

Knowledge Base

A fully searchable knowledge base is available 24/7 for all reporting entities. This directly addresses common issues and is a proven system that reduces the time for users to find answers to issues.

  • User Guides for end-to-end business use cases.
  • Articles that include specific, granular assistance, e.g. on specific fields, or specific help on how to achieve a certain result.
  • FAQs built-up in response to common user queries.
  • The knowledge base of articles, user guides and FAQs is extended over time. 
How-to Videos

How-to Videos

  • Videos help to promote the competent authority as a world-class organisation and demonstrate a commitment to the portal and consideration of end users.
  • The more complex the system and novice the user, the more important it is that the instructions are clear and understandable.

Video content compliments more detailed written material and is ideal for new end users who need to quickly upskill on the requirements of the system.

Entity Support Centre

Entity Support Centre from Vizor provides a complete managed service to support your FIs and other end users. Staffed by Vizor, it includes a Helpdesk specifically designed for end users and incorporates modern tools and how-to videos created by experts. Learn more about the Entity Support Centre from Vizor's Head of Delivery, Sarah Anderson.

Resources

Learn more about the complete managed service from Vizor to support your reporting entities.

Entity Support Centre Data Sheet

The datasheet provides more complete details on the Entity Support Centre service provided by Vizor.

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Entity Support Centre Data Sheet

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Services

Vizor has the most experienced team in the industry and prides itself in the completeness and professionalism of the services that surround our product solutions.

Support

Our client support team is available for all support and maintenance clients.

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Implementation

Proven implementation methodology ensuring project success

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Training

Our next set of training dates are now available.

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Have A Question

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By clicking Submit you are agreeing to our Terms and have read our Privacy and Cookie policies. You may receive email updates from Vizor and you can opt out at anytime.