Originally, Pershing did not emphasize “technological services” in the company name. The current name was changed by Sean Chen after he took over as chairman in 2018. Why change a 40-year-old name? Sean explained: “We want to officially announce to the outside world that Pershing has transformed into a technology service-oriented company, and let the company’s employees accelerate the internalization of service thinking. We provide customers with complete solutions that can truly solve their pain points and meet their needs.”

Identify customer pain points and create winning solutions

The core approach of technology services lies in “thinking from the customer’s perspective”. Sean hopes to depart from the past sales model of information service providers using a unilateral approach which focused on competitive pricing with the simple goal of only making a sale. His goal is to promote the cooperation and understanding between Pershing and the customer. The relationship is no longer just about Party B and Party A, buyer and seller, but rather a true partnership. The two parties work together to discover pain points, and then Pershing assists with the use of the most suitable technology to create the best complete solution.

In addition, Pershing also meets customer needs with 7×24 services, so that customers can find Pershing personnel at any time, and even directly enter the customer field. To note a specific example, Pershing has a customer whose equipment has been used for more than ten years. Pershing, as its long-term partner, is always on hand, and always has enough spare parts to meet unexpected needs and ensure that the customer can continue with normal operations efficiently without disrupting workflow, maintaining uninterrupted customer service.

Sean emphasized: “What we provide are not impersonal technology products, but human-centered consulting services.” Transforming into a technology service-oriented company, employees must keep up with the company’s pace. In order to help colleagues to internalize service thinking as soon as possible, Pershing plans a series of education and training courses, and actively carries out cross-department cooperation, remaining fully committed to providing the best service to customers.

However, it is not easy to create a consulting service that impresses customers. Service providers must have extensive industry knowledge, professional skills and strength to help customers find the crux of the problem and apply the right solution. In this regard, Pershing is very confident. With the three branches of software, hardware and consulting, Pershing can help customers clarify their current needs, provide value-added solutions, and help plan for the future in a timely manner.

In addition, in the process of Pershing’s transformation and innovation, the 40-year-old brand name is not regarded as a burden, but is seen as a valuable asset of the company by Sean. He pointed out that under the leadership of his father Frank Chen, Persing has long kept its promises to the original factory and customers, persevered and fulfilled its mission, and accumulated a high corporate reputation and trust in the industry, laying a solid foundation for the company’s future development.

A promising future stems from cherishing our history

Sean’s father, Frank, the honorary chairman of Pershing, started an agency business with his family members in 1961, and established New Northern Knitting, beginning with import and export of industrial textiles and chemical trade. It was about 20 years before the advent of the IBM personal computer.

In 1982, due to the downturn in the textile industry, Frank turned to the information technology services industry and established Pershing. At that time, the agency business was the main business, mainly representing IBM products, securities application systems and information equipment maintenance services. In 2006, it established a technology research and development department, entered the field of financial information technology, and successively developed a variety of self-owned solutions, such as a financial front-end business integration platform, digital banking system, mobile online banking, etc., Pershing gradually consolidated its authority and status in the field of financial services.

As the second generation, Sean returned to Taiwan from Canada in 2011 to work in Pershing, which became the starting point of his succession challenge; in 2013, Sean served as the vice chairman and established a strategic innovation center, focusing on the development of artificial intelligence, big data and cloud. After taking over as chairman in 2018, Sean stepped up transformation efforts and redefined Pershing’s brand.

The twists and turns of the rebranding process can only be experienced, and are difficult to feel through written expression. Because of the conflict with his father’s philosophy, Sean has been in and out of Persing several times. However, he has evolved his thinking and believes that “cherishing our history is the only way we can achieve our common goals for the future”. “During my succession process, I am very grateful to the veterans for their willingness to persist and see it through. With them, the company can steadily step on the pathway for internal transformation.” Sean remarked with sincerity.

Outstanding succession results and recipient of the “National Award for Outstanding SMEs”

“Don’t subvert for the sake of subversion, and don’t attempt to show off with innovations.” Sean adopts his own pace, embraces innovative ideas and diverse thinking, and takes every step purposefully. After taking over, he has delivered positive results, such as launching AI solutions for the first time (example: Service Bot). Pershing now assists banks to implement BANK 4.0 strategy, including the launch of innovative “community banking”, “pure online banking”, etc.

In addition, Pershing launched the company’s intelligent service robot (named “Hi Bao”) in 2018. It uses artificial intelligence and consultative services to assist corporate customers to build exclusive service robots, ranging from attendance inquiries, corporate benefits, venue reservations, automatic meeting scheduling, etc. This product optimizes the service process and greatly improves the work efficiency of employees. Persing also won the “30th National Award for Outstanding SMEs” last year (2021), affirming Sean’s succession achievements.

Judges stated the reasons for the award as: Pershing Technology Services’ professional R&D team, and the introduction of the ISO27001 three-year plan. In addition to providing better value-added services to existing large customers, it also assists small and medium-sized enterprises in digital transformation. Organizational approach, providing in-depth consulting services, establishing a strategic innovation center, integrating Taiwan’s experience with ODC services, exploring foreign markets, and the succession of cross-generational teams to form a fresh, reliable, and steadily growing company culture—all of these factors are worthy for cross-industry learning.

Expanding the ecosystem through cross-industry cooperation

With the ever-changing and continuous advancement of technology, customers’ needs for information services and digital transformation are becoming more and more diverse. Sean found that the current technology services are no longer sufficient to “go it alone”, and must work with other industries and companies to “grow together”. Without cross-industry and inter-company cooperation, timely and complete technology solutions would be impossible. Therefore, Pershing joins many corporate partners to actively build a “technological service ecosystem”.

So far, Persing’s ecosystem has included more than 100 corporate partners, including information partners and many big technology companies, such as IBM, Microsoft, Oracle, Hitachi Vantara, NCR and Lenovo, all of which are essential players in the ecosystem.

“In the future, we will continue to expand the ecosystem. Based on the digital transformation needs of customers, we will continue to seek cooperation opportunities with all walks of life, and even partners in the fields of marketing, communication, and media.

Continual improvement and looking towards the future

Looking forward to the future, in addition to continuing to strengthen its own advantages to become a more powerful smart application solution and a digital transformation service provider for small and medium-sized enterprises, Pershing will actively enter the international market this year, making every effort to deploy in Southeast Asia, Central and South America, EMEA (Europe, Middle East and Africa) and other places. This growth will expand Pershing’s business scope and serve more customers around the world. From 2023 onwards, Pershing will start the public offering and listing plan and launch an international online technology service platform.

“We will continue to work hard and improve to make Pershing the first brand of technology services and create PTSC Inside with high added value (PTSC is the abbreviation of Pershing Technology Services Corporation).” In this regard, Sean is full of confidence and said that he will continue to lead Pershing, marching towards the goal, step by step.

Official website of Pershing Technology Services Co., Ltd. : https://www.pershing.com.tw
Facebook fan group : https://www.facebook.com/ptsc.taiwan
News outlet: 貿易雜誌