From Tier-Based Support Offers to a Globally Harmonized Service Portfolio

5 years ago the Services Marketing team at SWIFT, the global provider of secure financial messaging services, embarked on a journey to build the Services narrative and incorporate its value proposition within the overall company's strategy. A big part of this journey included streamlining the services portfolio and to break silos between support, consulting and training portfolios and the respective teams in charge of the delivery. It has been a challenging undertaking bringing multiple stakeholders along this journey and showing value both to internal decision makers and customer alike.  During this session we will zoom in on our most recent case study: the transformation of one of our oldest service portfolios, from conventional tier-based support model and proliferated regional field services to a modular and globally aligned offering. The modular approach with add-on services allows for the flexibility and pricing transparency our global market requires. Globally standardised packages help ensure efficiency at scale, including streamlined end-to-end processes, minimal costs and reduced risks. This means that more customers will benefit from advanced services at a lower price.   As part of the session, we will describe our journey as well as some key lessons learned.