Absa Bank
South African bank improves customer and employee productivity and efficiencies with full visibility of Digital Experience using Aternity from Riverbed
Challenges
- Lack of visibility of colleague and customer journeys across major bank platforms
- Reactive (rather than proactive) to issues negatively impacting colleagues
- Difficulty in isolating issues to application, device or infrastructure, leading to expensive and disruptive War-Room scenarios
- Extended resolution times for issues leading to unnecessary business impact
Benefits
- Improvements to customer experience through enhanced visibility of customer and colleague journeys
- Significant reduction in number of War-Room incidents through immediate domain isolation
- Improved resolution times through better visibility and a proactive approach to issues impacting business productivity
- Faster banking processes enabling improved performance and productivity of customer-facing employees
Overview
Solution
Riverbed Aternity Digital Experience Management (DEM)
“Riverbed Aternity has enabled us to have complete visibility across our entire network, allowing us to see from a 40,000 foot view what is happening across our estate.”
Aston McDonald, Chief Information Officer
Everyday Banking Physical Channels, Absa Bank
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