SSI enhances user experience with a modern working environment for employees

SSI Securities Joint Stock Company is currently operating in what they consider a “successful business”.

As the COVID-19 pandemic broke out and disrupted day-to-day operations, SSI embarked on a company-wide digital transformation. With tools like Microsoft 365, Dynamics 365, and Azure, the company turned challenges into opportunities, increased sales, and enhanced the customer experience. The company’s network of employees spanning multiple cities has effectively transitioned from working onsite to working remotely.

Mr. Steve Yam, Director of Information Technology (IT) Systems of SSI said: “We want to digitize not only so that employees can work more efficiently, but also to create commercial value.”

SSI began building the foundation for the modern workplace in 2019 by rolling out Microsoft 365 and Azure. This has helped the company make a quick transition to remote working as distancing orders were put in place during the outbreak of the COVID-19 pandemic. To date, about 1,500 SSI employees use Microsoft 365 for activities ranging from Teams for online communication to OneDrive and SharePoint for document management and sharing.

Mr. Steve shared: “The advantage of Microsoft solutions is ease of use. It’s the apps we’re used to. The changes are gradual, making the transition incredibly smooth.”.

Integrate data for better results

One of the company’s biggest challenges is how to bring together records and data scattered across decades. SSI needed to find a way to integrate all of its customer information so employees could better understand its investors.

With the help of technology partner KPMG, the company selected Dynamics 365 Customer Service as its customer relationship management (CRM) solution. The new tool allows SSI to have a holistic view of its 300,000+ customers. The platform aggregates all customer purchases and transactions, creates personal profiles and analyzes data instantly, and pushes these insights into Power BI. As a result, traders have access to real-time information to support their work. Since the solution is integrated with the company’s existing core system and third-party applications, SSI can customize it with external modules for future expansion.

In addition to the aforementioned back-end upgrade, SSI also improves the channels that customers directly use. The company has introduced convenient trading options in its user-friendly portal as well as an intuitive mobile application, making it an important channel for investor interaction. A professional trading feature that can provide advanced trading and analysis tools for professional investors. All these changes have resulted in a better customer experience, improved customer satisfaction and loyalty, and increased sales.

Strict security solutions

With a large amount of customer data circulating in their network, security is always an important factor for business companies. Microsoft 365 Defender, along with other solutions in the package, combines real-time threat detection with firewalls and rigorous network security.

Mr. Steve added: “We use a lot of Microsoft services and the best part is that all of these packages come with security controls built in. The request I made for Microsoft was a simple security system. And that’s exactly what they offer: four different levels of internal censorship, and only certain networks can access high-level material.”.

This is just the beginning of SSI’s digital transformation. The company also plans to expand its new CRM solution to include investment banking. Mr. Steve concluded: “Our digital transformation will continue in the years to come. We will work with Microsoft to streamline our working model, thereby leveraging financial markets to better serve our loyal customers.”

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