Major Asian Financial Improves Uptime and Availability of Online Banking Services
Customer Company Size
Large Corporate
Region
- Asia
Product
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- COTS-based InfiniStreamNG software
Tech Stack
- Big Data Platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Services
- System Integration
- Data Science Services
About The Customer
This commercial bank is one of the largest financial services providers in Asia. The bank’s service offerings include commercial banking, securities, trusts, financial leasing, fund management, insurance, and offshore financial services. The bank has more than two hundred domestic branch offices, with over a hundred thousand employees supporting more than a billion customers. Customer satisfaction is essential for their long-term business success.
The Challenge
The main challenge facing this bank was recurring complaints from customers of slow or failed transactions. The online banking application forms would frequently time out or load slowly, interfering with new customers attempting to sign up for the service. Payment processing was also delayed and intermittently failing, which directly impacted revenue. If transactions didn’t go through, payments could be declined, purchases could fail, all leading to very unhappy customers, potential damage to the bank’s reputation, and lost revenue for the bank. Therefore, it was incredibly urgent for the NetOps and AppOps teams to locate the root cause of any failures as quickly as possible any time an issue was reported. None of their existing tools helped to proactively identify when issues were occurring, so the only way they had of finding out when there was a problem was customer complaints, which was not ideal.
The Solution
In order to resolve these revenue and reputation-affecting issues, NetOps turned to NETSCOUT to provide critical insights into the service performance of their payment transactions and overall network and application performance. The nGeniusONE Service Assurance platform, with custom dashboards, alerts, service dependency maps, Payment Processing Monitor, Session Analysis, and Traffic Monitor was deployed to provide proactive notification of issues with their online services and rapid root cause analysis and fault isolation. Almost a thousand applications have been configured in the system, and the dashboard has been set up to show more than 50 services. Both COTS-based InfiniStreamNG software on NETSCOUT certified appliances and InfiniStreamNG appliances were deployed as data sources, to support the IT troubleshooting efforts and to act as data sources for their big data system. Packets are collected across the datacenter from different zones, including the external zones, the DMZ, the WAN, and the core and distribution layers of the network. These packets are then used to construct an end-to-end view of application performance, calculate a baseline, and generate alerts to proactively notify NetOps if something abnormal is detected. These notifications allow IT to stay closely aligned to the business and notify them before customers start calling with complaints, often before customers even notice a change in performance.
Operational Impact
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