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By Marie Sawa

Prior to an ESG implementation, members of FundSERV's operations and project management teams make the rounds to visit customers. The purpose of these visits is to talk about the upcoming changes to the standards and address any issues customers are facing.

Meeting with customers in person allows FundSERV to identify any red flags and deal with issues prior to implementation. Customers benefit from the face-to-face time as it allows them the chance to ask questions that relate directly to their business. "These meetings are a great chance for FundSERV to address the impact of the upcoming standards changes on the specific organization," says Geoff Fox, senior manager, project and portfolio management. "The customers get to ask questions that relate directly to their business; questions they might not ask in the town hall meetings."

Harry Gundy, manager, operations and quality assurance, Paula Olson, senior manager, operations, and Geoff Fox ventured across Canada to visit over 35 companies. Invitations for visits went to all vendors, companies that were identified as having potential issues, as well as companies which may have been greatly impacted from the changes due to their internal business processes. The FundSERV team made stops in Toronto, Ottawa, Montreal, Calgary and Vancouver where they were able to gain a better understanding of the customers' businesses.

"Customer visits are a chance for us to take any worries away," says Olson. "Making the rounds is a nice way to meet and talk to some of the customers we deal with regularly."

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