FIX Customer Onboarding vs Production Support

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

We explore 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.

We also argue 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.