Tap and Trade Support
Our foremost commitment is to provide the highest quality services and support to our clients. Our company has its roots in customer commitment and in providing total system solutions. The success of our efforts is reflected in our worldwide client base. A significant portion of our revenues comes from repeat business from existing clients. Since mission-critical business applications run seven days a week, 24 hours a day, our support organization never sleeps. As part of our basic maintenance support services, our technical support number may be contacted 24 hours a day by phone or e-mail for problem resolution. Clients can also choose from a wide range of additional support services, from a help desk call center to continuous on-site support. In addition, applications provided along with our products include remote diagnostic and administration tools for use by our support engineers in supporting our clients.
Training Tools and Documentation
As part of our standard training approach and on-going support for our clients, our firm provides detailed Training Tools and Documentation for all aspects of our products. Our training curriculum is specifically written for the individual traders, mid-back office users, risk managers, FCMs, or technical user that will need to learn different aspects of the system. On average, our firm issues a major new release of the software once every quarter and at that time new training tools and documentation are provided to allow a user to learn how to use the new features and functionality.
Professional Services
Our firm’s Professional Services bring value to our customers through a combination of people, processes and commitment to success. Using our experience and expertise in the commodities trading industry, we work with our clients to increase business efficiencies and improve the return on investment in our technology. Working in collaboration with our Professional Services team, our clients can deploy our technology faster and more effectively, lower costs and deliver results. Regardless of project size and scope, our firm’s methodologies and best practices support your project goals and will serve as the perfect complement to your internal processes and resources.
Onsite and offsite services include:
Training
The training provided is structured to optimize the user’s expertise and knowledge and help transfer these skills and needs onto a personalized screen, while also educating the user of their roles and responsibilities surrounding the customization and maintenance of the system moving forward. General user training is provided for the end-users and the focus of this training is on the components of the system thatwill be relevant to them in their day-to-day use of the system. Based on our "Best Practices Manual" the users will receive training in those applications for which they will be responsible in the normal course of their work. All users will receive an overview session in order to highlight the requirement for all to participate fully in the use of the system.
Custom Software Solutions
Our firm is very experienced in developing custom-built applications to meet the requirements of complex multi-location, multi-commodity deployments with significant systems integration requirements. Our companyis extremely adept at performing these custom development services, which add functionality specific to a client or group of clients and which may interface with our client's other systems, such as its Risk Management Systems or Accounting Systems (AP/AR and General Ledger). While the vast majority of our customers utilize our base code with limited customization (and, accordingly, our business model is not driven bylengthy service engagements), our firm is extremely well-versed and experienced in providing sophisticated, complex custom software solutions whenever they are required by our customers.
Hosting
Tap and Trade is run out of our state-of-the-art hosting facility along with our other product offerings. Our staff can monitor site performance and maintain for optimal performance as required, perform periodic maintenance, manage upgrades as required in accordance with schedules and conduct any other related work as needed to support the use of the system.
For Tap and Trade and TradeCapture OTC Support and Services, please email us at support@tradecaptureotc.com