Having recently joined the Jade ThirdEye Customer Success team, something that first stood out to me about the team was the level of collective knowledge on both the product and industry. On top of this, the team has a real interest in solving problems, and a genuine desire to help. With experience implementing software, though outside of the Anti-Money Laundering (AML) realm, this made the challenge of adjusting to my new role as smooth as possible.
And I was able to quickly transition to helping customers with their implementations, which I really enjoy. I was recently asked to describe what a typical day might look like when doing customer implementations, and that conversation led me here!
In any one day I could be helping multiple customers to progress to their go-live date. And that could involve online meetings, rules creation, data analysis or testing.
What is needed to ensure a successful implementation?
I get asked this a lot. When looking to implement your new Anti-Money Laundering (AML) software, a detailed implementation plan that will help you reach your go-live date and making sure you use the available support to keep your momentum after launch are the most important factors to consider in my opinion.
At Jade Software, our Jade ThirdEye Customer Success team works hard to ensure all bases are covered. So from initial project commencement, right through to ongoing post-go-live support, we’ll be with you every step of the way.
What could implementation look like?
At the early stages of your project’s implementation phase, you can expect a fully functional Jade ThirdEye system configured to your specific needs. This ensures your team can begin familiarising themselves with Jade ThirdEye early on. We accompany this with face to face, or remote, system training conducted by our experienced consultants to guarantee all team members are confident and proficient with the system come go-live.
Creating a rules library to detect suspicious activity over your data is also a crucial implementation step. After gathering your requirements, we’ll create these rules for you and thoroughly test them, ensuring they function to specification. Discovered a need to have a rule modified? No problem, we will do this for you. But of course we also offer detailed rules writing training putting the power in your hands.
So your system definitely isn’t “set and forget”. We’ll be there alongside you to make any configuration changes as needed, when needed. Whether it be updates to your rules library, watchlist settings changes, or user interface adjustments, we’ll be on hand to help.
How does support work after implementation?
Once you go-live you’ll still have direct access to our support team. I'm based in Australia but all our support teams across Australia, New Zealand and the UK have both local onsite and remote support. All problems or issues are logged and monitored, ensuring support contacts are assigned and processed promptly. You’ll be kept informed at all stages of progress, and you should expect a speedy resolution in most cases.
So what else can we do?
Apart from any required configuration changes, your ongoing support also includes a thorough annual rule and system health check to help ensure you’re using the system as efficiently as possible. Make sure you take advantage of this and diary it in.
We have customers across a lot of industries including banks, casinos, and insurance providers, which means we are able to learn a lot about the nuances of different risk profiles and AML obligations, so you can rest easy knowing you’re in safe hands with our team, and no doubt I, or one of my colleagues, will speak with you in the future.
Get in touch with us!