Customer Support at Abrigo Provides Peace of Mind

Jill Cacic
June 23, 2020
Read Time: min

Community financial institutions are often tasked with doing more with less. As most operations have shifted to a digital-first world due to the coronavirus pandemic, institutions have had to adjust and adapt new technologies to stay competitive and thrive during these times.

At Abrigo, we understand that making an investment in software is a serious decision that can take ample resources. We’re here to let you know that investing in our software is a joint investment. We understand the trust you put in us when you use our BSA/AML and fraud software and we make the same investment in your program’s success.

When you join the Abrigo family, you can expect the highest level of customer support and success from the day you sign a contract.

Abrigo Assurance Plan

The Assurance Plan was created to meet the growing need for better support of remote work and adoption of digital channels in the financial industry as a result of the coronavirus pandemic. Abrigo Assurance includes:

  • An annual efficiency review to ensure institutions are monitoring for the threats that most impact their institution
  • An annual feed check-up and standard data purge to verify quality data is entering into their systems
  • On-demand scenario reruns to increase data integrity
  • A secure sandbox testing environment and annual sandbox refreshes that provide a secure place to test new product features and functionality before implementing them to limit disruptions
  • Annual server sizing and SQL maintenance to verify that an institution’s server size is adjusted to accommodate growth

Abrigo Assurance leverages the state-of-the-art Abrigo Data Center (ADC). The ADC is a highly resilient environment with risk monitoring levels not currently sustainable by typical community financial institutions. Over 2,000 financial institutions are hosted in the ADC, which is independently owned by Abrigo and housed in the United States. Abrigo is examined by FFIEC, in addition to meeting industry standard SOC controls, and provides complete transparency into its audit and testing results on a dedicated due diligence portal.

The Abrigo Assurance Plan allows us to respond to your support tickets quickly by giving us direct access to your financial crime software. There is no time wasted waiting to schedule a time to connect to your system. We can isolate the issue and solve it so you can get back to doing what you do best – fighting financial crime.

Your risk profile is unique. Your BSA/AML software should be, too.
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Abrigo Support

Taking direct feedback from our customers, we have made major investments in our support department to provide better resolutions to your issues. You can expect a response to your ticket within two hours when you submit a request through our online portal. If you call our dedicated support phone number, we answer all calls within a minute or less on average. We know how important it is that you get the answers you need in a timely fashion so you can focus on the suspicious activity at your institution and we respect the time you dedicate to BSA/AML. If you are utilizing our software on-premise, we use a booking tool to help schedule time directly with your IT department to give us access to your software to diagnose and solve the problem with less back and forth communication.

A dedicated team

From day one with Abrigo, you will have a dedicated Client Success Manager (CSM) who will serve as your advocate within the company. He or she will work with you to ensure you are using our software to the fullest extent and help walk you through product upgrades and releases. Your account executive (AE) will help explain new products and services that compliment your current set-up and risk profile. Both of them are there to support you throughout your journey with Abrigo and answer any questions you may have. They will also provide you with resources (blogs, case studies, webinars, white papers, etc.) from time-to-time.

Abrigo Community

We understand how important peer information is in the financial industry. You want to know what other institutions are doing and how they are doing it. In early 2020, we unveiled Abrigo Community a unique peer network of Abrigo customers and a resource for Abrigo’s products and services. It is a central location where you can go to ask industry questions, get product-specific answers, watch thought leadership webinars, and more.

When you join the Abrigo family, you’re more than just an account number. We take pride in the investment you’re choosing to make with us and we are committed to your continued success. If you have a question on any of the ways we support you, please contact us. We’re here for you.

About the Author

Jill Cacic

Jill is a senior public relations specialist at Abrigo.

Full Bio

About Abrigo

Abrigo is a leading technology provider of compliance, credit risk, and lending solutions that community financial institutions use to manage risk and drive growth. Our software automates key processes — from anti-money laundering to fraud detection to lending solutions — empowering our customers by addressing their Enterprise Risk Management needs.

Make Big Things Happen.

 

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