Leading Financial Assures Remote Banking Operations for Customers
Company Size
1,000+
Country
- Worldwide
Product
- nGeniusONE Service Assurance platform
- NETSCOUT Certified InfiniStreamNG software appliances
- NETSCOUT Packet Flow Operating System software for Certified PFS 5010
Tech Stack
- Citrix Virtual Desktop Infrastructure
- Virtual Private Network (VPN)
- SQL servers
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
About The Customer
This industry-leading international financial company offers retail banking solutions to millions of customers, including personal, small business, and commercial banking products. The bank maintains semi-autonomous business operations across the globe. With this organizational structure, in-country business hubs are responsible for local financial services delivery in their regional markets, including operating a network of traditional retail banking branches and automated teller machines (ATMs). Their Call Center operation is similarly organized into regional delivery facilities, with some larger retail bank branches also incorporating local personnel to complement the customer service agents working at these telebanking support centers. The bank maintains a significant information technology (IT) commitment to support business delivery to its clients and support its agents and has for years used NETSCOUT solutions to assist those efforts.
The Challenge
The arrival of the COVID-19 pandemic required this bank to close numerous regional branches, prompting leadership to alternatively position 24/7 customer account access through mobile and online applications, as well as telebanking. While customers were using these account access options, many banking employees were now moving their offices to their at-home locations. With increased use of remote business operations, the company’s IT team needed to prioritize the performance of the virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) now critical to successful day-to-day financial service delivery. With millions of global clients now reliant on uninterrupted remote account access, it was critical that remote banking operations work seamlessly. Days after this remote transition began unfolding, IT leadership contacted their NETSCOUT business representatives with concerns about visibility into performance of their Citrix Virtual Applications and Desktops. Citrix was a now-critical environment. The bank’s IT leadership had configured Citrix application traffic to be balanced across several company data centers to help assure performance. However, the local IT team could not visualize Citrix application traffic relevant to their business operations, leaving them unable to monitor this virtual environment or end-user experience.
The Solution
The IT team gained the visibility they required to manage remote service delivery and improve user experience by updating their NETSCOUT environment to include: State-of-the-art nGeniusONE Service Assurance platform, with performance analytics required for real-time monitoring of their entire service delivery environment, including the VPN and VDI services critical to current-day operations. Software-based InfiniStreamNG (ISNG) appliances installed at two regional data centers, with these added smart data sources using patented Adaptive Service Intelligence™ (ASI) to generate real-time metadata from the company’s network traffic for nGeniusONE performance analytics. NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010 appliances, with this packet broker solution installed at the two regional data centers to improve network traffic load balancing and overall network performance by forwarding packet traffic to the ISNG appliances as well as other tools in the environment. In addressing the IT team’s most immediate need, their local NETSCOUT business representative quickly configured real-time nGeniusONE Service Dashboard views that showed the Citrix VDI performance issue related to an instance of misdirected Citrix traffic. Using standard nGeniusONE workflows to contextually transition from the Service Dashboard views to increasingly granular Service Monitor and Citrix VDI metrics analysis, nGeniusONE provided the evidence required to both modify the Citrix service configuration to direct traffic to the proper destination, then assure these changes had been processed satisfactorily to improve local IT visibility into their remote users’ virtual desktop experience.
Operational Impact
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