Bank Safeguards Critical CustomerFacing Banking Applications and Services
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- InfiniStream 9800 series appliances
- nGeniusONE Service Assurance platform
Tech Stack
- SDAN infrastructure
- F5 load balancers
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Cybersecurity
Services
- System Integration
- Testing & Certification
About The Customer
The customer is a large, central U.S.-based commercial bank that has been serving customers for more than a decade. The bank offers a full line of services to nearly 20 million consumers, businesses, and institutions through thousands of branch offices in nearly half of the United States. The bank is recognized for its strong financial performance and unwavering commitment to quality customer experience. As customers increasingly rely on online banking applications, teller applications from the branch offices, treasury services, mortgage, and other client services available through the Internet, service disruptions were a critical concern for the bank.
The Challenge
The bank was facing the challenge of maintaining service continuity for its online banking applications, teller applications, and other key services. Any disruption to these services could potentially erode customer confidence and loyalty. The bank's IT team needed visibility into the bank’s complex Shared Data Access Network (SDAN) infrastructure to triage and remediate issues. The high volume of traffic in the system often led to stored research data being overwritten before Tier 3 staff could evaluate it, risking possible violation of customer service level agreements (SLAs). Furthermore, the bank was planning for future high-speed connections and data centers, which meant any solution implemented had to support their existing 10GbE infrastructure, yet still be able to handle the 40GbE capacity and the critical services supported in the future.
The Solution
To address these concerns, the bank turned to long-time technology partner, NETSCOUT®. New InfiniStream 9800 series appliances, with higher connectivity speeds and greater disk space, were installed to solve the storage problem, thus minimizing loss of packets that Tier 3 operations team members needed for in-depth research, allowing them to quickly identify issues. The NETSCOUT solution looked at traffic on both sides of the F5 load balancers as traffic comes into the data centers from customers who are performing online banking functions. The solution also provided visibility into teller applications from across thousands of branches at head ends. By providing service assurance for online banking, teller apps, and other key services, IT was able to ensure the highest quality customer experience.
Operational Impact
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