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CA helps Nigerian bank raise service levels

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Nigeria’s Access Bank has deployed a range of CA Technologies solutions aimed at taking service management to higher levels; boosting customer service and enriching clients’ experiences through better technology availability.

CA Southern Africa partner Signal Alliance signed the deal with Access Bank to implement CA Service Desk Manager, CA Client Automation, CA Unified Infrastructure Management (formerly CA Nimsoft Monitor) and CA Spectrum.

According to Rotimi Famuwagun, head of subsidiaries IT at Access Bank, the deployment of these IT service management (ITSM) and infrastructure management solutions is expected to dramatically improve the organisation’s ability to manage technology for optimal operational performance.

“Banks today are highly dependent on technology for efficient operations and satisfactory customer service,” he says. “However, our existing systems and network management solutions were limited and isolated to specific departments with almost no integration at the enterprise level. This led to a prolonged effort in the analysis of events from multiple sources and unclear results which increased the mean-time-to-repair.”

Famuwagun adds that the existing tools also had limited, if any, historical data gathering capabilities. “That made root cause analysis impossible, particularly in the absence of central collection of IT events and monitored metrics which is necessary to understand the type and frequency of events received over time.”

Following a competitive request for proposal and a proof-of-concept exercise, CA’s integrated solutions were selected on the basis of proven capabilities and the past performance of other projects. Famuwagun adds that the turnaround time of issue resolution and the availability of local support were other key metrics, as was CA Southern Africa’s demonstrated ability to effectively engage with the bank.

While the implementation of the various solutions is presently underway, Famuwagun says results are already being seen. “Today, we can conveniently monitor technology infrastructure from across the globe in a single location. We’ve also seen a boost in service delivery to staff in terms of the time taken for our support team to resolve issues from the point at which faults are logged.”

Famuwagun notes that this drives up satisfaction levels within the bank’s users, but also has an even more important benefit. “This has improved performance significantly, with reduced downtime and a direct positive impact on customer service.”

Johan Redelinghuys, CA Southern Africa account manager, says organisations like Access Bank understand the value of reliable IT systems which are constantly monitored for availability, performance and reliability. “The ability to track every configuration item, every component and every service means Access Bank is able to manage crucial technology service delivery.

“Information technology systems are a vital component in achieving satisfactory customer experiences.  CA Southern Africa specialises in IT management and we have brought these skills to bear in the role of assisting Access Bank to take its internal performance levels to new heights and thereby enhancing customer service and satisfaction levels.”

CA helps Nigerian bank raise service levels

Nigeria’s Access Bank has deployed a range of CA Technologies solutions aimed at taking service management to higher levels; boosting customer service and enriching clients’ experiences through better technology availability.

CA Southern Africa partner Signal Alliance signed the deal with Access Bank to implement CA Service Desk Manager, CA Client Automation, CA Unified Infrastructure Management (formerly CA Nimsoft Monitor) and CA Spectrum.

According to Rotimi Famuwagun, head of subsidiaries IT at Access Bank, the deployment of these IT service management (ITSM) and infrastructure management solutions is expected to dramatically improve the organisation’s ability to manage technology for optimal operational performance.

“Banks today are highly dependent on technology for efficient operations and satisfactory customer service,” he says. “However, our existing systems and network management solutions were limited and isolated to specific departments with almost no integration at the enterprise level. This led to a prolonged effort in the analysis of events from multiple sources and unclear results which increased the mean-time-to-repair.”

Famuwagun adds that the existing tools also had limited, if any, historical data gathering capabilities. “That made root cause analysis impossible, particularly in the absence of central collection of IT events and monitored metrics which is necessary to understand the type and frequency of events received over time.”

Following a competitive request for proposal and a proof-of-concept exercise, CA’s integrated solutions were selected on the basis of proven capabilities and the past performance of other projects. Famuwagun adds that the turnaround time of issue resolution and the availability of local support were other key metrics, as was CA Southern Africa’s demonstrated ability to effectively engage with the bank.

While the implementation of the various solutions is presently underway, Famuwagun says results are already being seen. “Today, we can conveniently monitor technology infrastructure from across the globe in a single location. We’ve also seen a boost in service delivery to staff in terms of the time taken for our support team to resolve issues from the point at which faults are logged.”

Famuwagun notes that this drives up satisfaction levels within the bank’s users, but also has an even more important benefit. “This has improved performance significantly, with reduced downtime and a direct positive impact on customer service.”

Johan Redelinghuys, CA Southern Africa account manager, says organisations like Access Bank understand the value of reliable IT systems which are constantly monitored for availability, performance and reliability. “The ability to track every configuration item, every component and every service means Access Bank is able to manage crucial technology service delivery.

“Information technology systems are a vital component in achieving satisfactory customer experiences.  CA Southern Africa specialises in IT management and we have brought these skills to bear in the role of assisting Access Bank to take its internal performance levels to new heights and thereby enhancing customer service and satisfaction levels.”