Sunday, March 16, 2008

Banking Case Study: Improving Customer Satisfaction

Bank ABC introduced online banking to its customers to reduce costs and improve customer satisfaction. Although internal IT monitoring reports 100% uptime, but the bank was receiving customer complaints about unavailability of service. As a result the Bank was losing loyal customers (~5% per month) and banking transactions were reduced.

Bank management decided to use 3rd party external transactions monitoring to find out problem the real picture. The external monitoring discovered that some online application workflows indeed had functional problems and provided poor user experience. The measures were taken to improve the situation. Particularly external monitoring provides important data which bank used to push the systems integrator for better service level. Ultimately the bank could improve the reputation and customer loyalty.

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