Temenos Support: Enhancing Your Platform Security, Performance, and Efficiency

Temenos, a global banking technology leader, provides platforms that facilitate a wide range of banking functions, including core banking, digital account opening and onboarding, lending lifecycle management, digital banking, payments and beyond. When you make a significant investment into any FinTech platform, including Temenos platforms, it is critical that you have the appropriate support and maintenance in place to realize the full business value of the platforms and maintain an optimal customer experience. Your financial institution’s digital onboarding platform creates the first impression for your entire client or member relationship. Therefore, it is critical that your onboarding process is smooth, well designed, stable and optimized to enhance your relationships from Day 1.

Temenos Journey Manager is a best in class digital onboarding platform that can be deployed easily and quickly with seamless integrations to your other key systems, such as core banking. One of the best advantages of Journey Manager is its ability to scale and grow with your bank or credit union – with ongoing upgrades and enhancements, you can easily accommodate new product offerings or streamline your onboarding flow. As with any onboarding platform, Temenos Journey Manager requires expert maintenance and support to keep new applications flowing and ensuring an exceptional customer experience (CX).

Similarly, Temenos Lifecycle Management Suite (LMS) is a comprehensive platform designed to manage the entire lending lifecycle, from loan origination and processing to servicing and collections. Temenos LMS integrates seamlessly with core banking systems like Symitar, offering credit unions and banks a robust solution for streamlining lending operations and improving efficiency. However, to fully leverage the capabilities of LMS, ongoing support and proactive maintenance are essential. This ensures that your platform remains up-to-date, secure, and optimized to handle the complexities of modern lending. With regular upgrades, enhancements, and expert assistance, LMS can continue to drive better loan management, reduce operational risks, and deliver a superior customer experience (CX).

Temenos Support: Limitations and Challenges

While Temenos offers comprehensive solutions to power digital banking platforms, many financial institutions require ongoing maintenance, support, and enhancements that exceed the standard support provided by Temenos. Temenos’ support is typically focused on the platform itself, which may leave institutions needing more specialized assistance to fully leverage the power of the platform. This is particularly true for Temenos Journey Manager, where support does not extend to managing applications (forms), scripts, or most third-party integrations. Additionally, Temenos support is reactive and focused on troubleshooting and resolving issues and incidents that may arise with the software.

Temenos Support: Avoiding Issues and Maximizing Value

Without sufficient resources to support your Temenos platforms, including Journey Manager and LMS, your organization can quickly run into technical, operational, and financial issues. These challenges can disrupt your workflows, slow down customer onboarding, and reduce the overall effectiveness of your digital banking services. Some of the most common problems that arise when proper maintenance and support resources are lacking include:

• Operational Downtime: Unscheduled downtime or technical issues can hinder customer access to essential banking services, from account opening to loan processing. Without proactive support, small issues can escalate into larger operational bottlenecks, causing frustration for customers and potential revenue loss for your organization.
• Missed Upgrades and Feature Enhancements: Temenos frequently releases updates and new features designed to improve performance, security, and functionality. Without support to manage and facilitate upgrades, your institution may miss out on critical improvements. Additionally, keeping your platform up to date is essential to keep your platform compatible with functioning integrations. For example, Symitar customers need to upgrade their LMS to take advantage of the SymXchange connector.
• Workspaces Management: Journey Manager Workspaces is the back-end system that allows financial institution employees to review and process applications. Failure to properly manage the Workspaces logs can negatively impact system performance.
• Inefficient Customizations: Financial institutions often require tailored solutions to meet their specific business needs. Without ongoing support to optimize and maintain customizations, they may become outdated or inefficient, leading to system inconsistencies and increased complexity, which in turn can negatively impact the customer experience.
• Security and Compliance Gaps: As the financial services industry becomes more regulated, maintaining the security and compliance of your platform is non-negotiable. Lack of timely security patches and proper governance can expose your institution to compliance risks, data breaches, and costly regulatory penalties.
• Delays in Issue Resolution: When technical issues arise, having fast, effective support is crucial to prevent prolonged delays in service. Without a responsive support system, resolving critical errors can take longer, leading to customer dissatisfaction and operational inefficiencies.

To avoid these challenges and maximize the value of your Temenos investment, proactive, expert support is essential. This ensures that your platform is always operating at peak efficiency, secure, and adaptable to your evolving business needs.

The Importance of Proactive Support for your Temenos Platforms

Proactive support is crucial for ensuring the continuous, smooth operation of complex platforms like Temenos Journey Manager. By anticipating potential issues before they arise, proactive support helps to prevent downtime, optimize performance, and address vulnerabilities early. This approach not only enhances operational efficiency but also ensures a seamless customer experience by minimizing disruptions and keeping systems running at peak performance. With proactive support, financial institutions can stay ahead of challenges, implement upgrades smoothly, and maintain compliance with evolving security and regulatory standards, ultimately maximizing the value of their technology investment.

Typical Third-Party Temenos Support

Many financial institutions turn to third-party providers to extend their Temenos platform support. Although outside expertise is helpful, it is important to ensure you are choosing a partner that is aligned with your support needs and expectations. While many support providers focus on reactive bug fixes, incident remedies or simple updates, clients are often looking for support that focuses on continual enhancements to the performance and capabilities of their Journey Manager platform.

Common issues with third-party Temenos support include:

• Quality Issues: Unfortunately, it is not uncommon for third-party providers introduce defects during the enhancement and upgrade process due to inadequate quality assurance (QA) practices. While some third party support partners report defect rates above 40%, Accutive FinTech consistently produces sub-3% defect rates. Poor testing and a “fix it later” mentality can lead to subpar results, where new features or updates contain unresolved issues. This reactive approach sacrifices platform stability and reliability, forcing financial institutions to deal with disruptions that could have been avoided with thorough, proactive QA.
• High Rates: Financial Institutions often face the difficult choice between offshore support, which can be cost-effective but lacks the required expertise, or expensive onshore resources that don’t always provide value for money. Many third-party providers charge high rates for basic services, but fail to deliver comprehensive, proactive support that ensures long-term platform optimization. The result is limited ROI and escalating costs for your financial institution.
• Lack of continuity / high turnover: Continuity is key to maintaining platform performance. Without a dedicated technical advisor or team that is familiar with your platform’s unique configurations and customizations, financial institutions often face disruptions. High turnover rates among third-party providers mean that new team members have to relearn your systems, which can cause delays, inefficiencies, and mistakes. A lack of consistency in support impacts the overall quality of the work and leads to a decline in the performance of your platform.

To reduce costs, third-party providers sometimes rely on offshore support teams that may lack the in-depth knowledge or understanding of the platform’s complexities and custom configurations. Offshore support can lead to several issues, including:

• Time zone challenges: Offshore teams often operate in different time zones, resulting in delays in communication and issue resolution, especially during critical incidents.
• Inconsistent quality: Offshore teams may not have the same attention to detail or familiarity with financial regulations, making it difficult to address complex issues quickly and efficiently.
• Lack of domain expertise: Offshore providers typically offer a standardized, one-size-fits-all approach, which may not account for the unique needs of your institution, especially when dealing with customizations, integrations, or third-party applications.

These limitations can result in longer response times, incomplete solutions, and a reactive approach that focuses more on fixing problems after they occur rather than preventing them in the first place. For customer facing systems like your digital onboarding platform, errors such as form typos or incorrect configuration are unacceptable. Many financial institutions need specialized, proactive support to ensure a continuously seamless and intuitive onboarding experience.

A New Approach to Temenos Platform Support

To close these gaps, financial institutions need a new approach to platform support—one that is rooted in proactive service, high levels of expertise, and onshore resources with a proven track record of success. In contrast to the typical reactive support model, the Managed Services Provider approach manages the platform lifecycle including maintenance, incident response, upgrades, monitoring, and in some cases process optimization and automation.

Setting your platform up for success begins well before the support phase in the development, testing, and deployment phases. The quality and stability of your code will have a significant impact on your ongoing support needs and platform performance. Accutive FinTech’s Quality First Approach minimizes defects and ensures that stable code is delivered from the beginning. By focusing on building high-quality customizations and integrations, we create a more stable and reliable platform, allowing your institution to maintain business continuity and exceptional customer experiences.

Rather than relying on offshore teams, Accutive FinTech uses Temenos-certified, onshore experts with deep experience in the financial services sector. Our certified onshore team provides faster, more reliable support, with a clear understanding of your specific business needs, regulatory requirements, and the platform itself. This ensures:

• Faster Response Times: With onshore resources, Accutive FinTech offers more responsive support, eliminating time zone delays and ensuring faster resolution during critical issues.
• Proven Track Record of Minimal Defects: Our team consists of seasoned Temenos experts who are deeply familiar with the Journey Manager platform, providing tailored solutions that reduce downtime and improve your system performance. We consistently execute Journey Manager projects with sub-3% defect rates using our Quality First Approach.
• Tailored Solutions: We work closely with your institution to provide customized support and strategic guidance, ensuring that your Temenos platform is fully optimized for your business.

By leveraging onshore, certified experts, Accutive FinTech’s approach delivers not just reactive fixes, but proactive solutions that keep your platform running smoothly and efficiently.

Introducing Accutive FinTech Total Support for Temenos

Recognizing the need for proactive, comprehensive Temenos platform support – Accutive FinTech offers Total Support for Temenos Journey Manager and LMS. Our Total Support program is a Temenos MSP that manages all aspects of your Journey Manager platform. With Accutive FinTech Total Support for Temenos, you can expect:

• Proactive Monitoring and Maintenance: Continuous oversight of your platform, identifying and addressing issues before they become critical, ensuring uninterrupted services and reduced downtime.
• Expert Customization and Integration Support: We provide ongoing support for all your customizations, applications (forms), and third-party integrations, ensuring your platform is tailored to your business and always optimized.
• Seamless Upgrades and Enhancements: Our team ensures your platform is regularly updated with the latest features, performance enhancements, and security patches, keeping you ahead of the competition.
• Dedicated Onshore Support Team: Your platform is supported by a  Temenos-certified team of professionals based in the U.S. and Canada, who provide expert-level service and fast resolution times without the challenges of offshore outsourcing.
• Quality First Approach: Every Total Support engagement is backed up our Quality First Approach. Our commitment to quality minimizes defects and ensures that your platform is built and maintained with stable, reliable code, reducing the need for frequent support interventions and maximizing uptime.

By choosing Accutive FinTech Total Support, financial institutions benefit from a high-quality, proactive service model that ensures their Temenos platforms operate at peak performance, free from the limitations of offshore support. Our onshore, certified team delivers tailored, expert-level support that helps your institution fully realize the value of your Temenos investment.