Digital Bank Achieves User-Experience Goals With NETSCOUT nGeniusPULSE Precise and Consistent Testing
Company Size
1,000+
Region
- America
Country
- United States
Product
- NETSCOUT nGeniusPULSE
- nGeniusONE Service Assurance platform
- nPoint 3000
Tech Stack
- Packet-based traffic monitoring
- Active, synthetic testing
- SNMP polling
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
Services
- System Integration
- Testing & Certification
About The Customer
The customer is a multi-billion-dollar, U.S-based digital bank and services company. They offer a wide range of financial products from personal and home loans to checking and savings accounts to payment services. The company has a substantial staff of 17,000 employees who support a global network of over 75 million retail vendor locations. Their multiple data centers process millions of digital transactions for their 40 million customers. To maintain their superior customer service goals, they have established several contact centers around the world. The company recognizes that their network availability and performance is not only critical to continue providing excellent customer service but is what also drives their growth, revenue, reputation and overall business success.
The Challenge
The digital bank was facing several challenges. The time to resolve issues was delayed, affecting their service quality. They were also struggling to ensure SLAs with 3rd party retailers were met. The bank had set an aggressive goal of resolving all Priority 1 issues within 1 hour of being reported. However, multiple instances of slow connection and poor performance were reported with critical communication and business applications, including their main CRM/banking application. When a global public health crisis resulted in over 2000 call center agents working from home, the 1-hour resolution goal became even more critical. At that time, the work-from-home users started experiencing issues on Webex conference calls. The bank also wanted to reduce the time spent verifying availability during the nightly, manual switch over between 2 main data centers. In the mornings, they wanted to automate the set-up process in the call centers of the applications and dialers to ensure availability and performance before calls come into call center.
The Solution
The company relies on the NETSCOUT nGeniusONE Service Assurance platform for packet-based traffic monitoring and analysis. They selected NETSCOUT nGeniusPULSE, with nPoint 3000 instrumentation, to add active, synthetic testing from remote locations, over Ethernet and Wi-Fi, to their monitoring solution. The nPoint 3000s are in Call Centers, and the virtual versions will be deployed on the laptops of sub-groups of the home-based workers. Pro-active problem detection with scheduled tests, even when the network is not in use, identifies problems before the call agents are impacted. If there is an issue, the nGeniusPULSE tests indicate if the cause is with the network, Wi-Fi, or application. In one example, nGeniusPULSE Path testing of simulated Webex calls showed high number of hops with high latencies. To further isolate delays within the CRM/Banking application, Business Transaction Testing (BTT) is used to simulate user actions and identify where delays occur. nGeniusPULSE testing quickly verifies network availability after the nightly data center switch over. Web and VoIP testing verifies the availability of the call center applications and dialers, automating a portion of the morning start-up process. nPoint 3000s are also deployed in the additional network to monitor transactions with 3rd party retailers.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
MasterCard Improves Customer Experience Through Self-Service Data Prep
Derek Madison, Leader of Business Financial Support at MasterCard, oversees the validation of transactions and cash between two systems, whether they’re MasterCard owned or not. He was charged with identifying new ways to increase efficiency and improve MasterCard processes. At the outset, the 13-person team had to manually reconcile system interfaces using reports that resided on the company’s mainframe. Their first order of business each day was to print 20-30 individual, multi-page reports. Using a ruler to keep their place within each report, they would then hand-key the relevant data, line by line, into Excel for validation. “We’re talking about a task that took 40-80 hours each week,” recalls Madison, “As a growing company with rapidly expanding product offerings, we had to find a better way to prepare this data for analysis.”
