FIX Customer Onboarding vs Production Support - #dofixdifferently

In this episode of #dofixdifferently, Chris Lees talks about the trend of merger of production support and onboarding functions within the FIX arena.

He explores the reasons why this is happening and the advantage of re-using niche skills and tools. On the other hand, it can cause operational inefficiencies, delay new customer onboards and give management a skewed picture of staff utilisation.

Chris argues the importance of giving production support better tooling, to allow them to handle more first-line FIX support which - in turn - can free up your FIX onboarders to bring on more customers faster.