Project Summary
End-to-end support and project services to support Santander International in the Channel Islands and Isle of Man. 

Who was the client?
Santander International is a branch of Santander UK plc and part of the Banco Santander Group. 

Santander International offers banking and savings accounts to Channel Island and Isle of Man residents, UK expats and UK residents who have international banking needs as well as Corporate Banking solutions for Channel Island and Isle of Man domiciled companies.  

Client Requirements
C5 Alliance were asked to provide an end-to-end, outsourced service to support the business applications and infrastructure for Santander International, improve the end user experience and ensure that around the clock, proactive and reactive support could be delivered to agreed Service Level Agreements (SLAs). 

Due to the sensitive nature of their industry, all of this had to be completed to international standards in line with SOX compliance, and ISO 27001 and ISO 20000-1 standards for security and service management. 

Length of Project
Having worked with Santander International over an extended period, C5’s partnership with the business allowed them to upgrade their infrastructure and reduce the number of support incidents to an agreed SLA consistently for over more than six years. Over this time C5 have continued to hit deadlines for the initial transition of service, right through to regulation compliance projects, always working with the client to manage expectations and bring in additional resources when needed. 

Project Success
C5 had an initial 3-year plan to improve the end user experience through an infrastructure refresh, introduction of service levels and root cause resolution to reduce the number of repeat calls.  All of these objectives were met, and the client experience has continued to improve as we work in partnership with Santander International to continually improve the service, as well as meet ongoing regulation changes such as ring-fencing, part of Banking Reform legislation. 

The Client’s SLAs have not been breached in the last 5 years, and the partnership is one of trust where we can talk openly and listen to feedback in order to continue to go from strength to strength and improve services. This means that C5 have also continued to deliver additional projects and services throughout the engagement, and the future roadmap involves bringing on additional users and jurisdictions, as well as supporting GDPR and ring-fenced banking regulations to name a few. 

By providing a Trusted Advisor on-site with the business, to advise on technical direction in line with the changing business needs, Santander International have also been able to show agility and flex their systems to meet their needs.   

The managed service contract has been extended to July 2020, and we continue to support Santander International through additional business change work and projects and understanding their future business and technology needs in order to provide the best possible service to the end users and the business. 

“C5 Alliance have consistently provided us with a professional and reliable service over the years we have been working with them.  They provide an integral support function to our business and we know we can rely on them to deliver an excellent standard of service.”  

Roger Wiseman, Head of Technology, Santander International.