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Rabobank to monitor real-time customer and user experiences

Posted: 13 September 2017 | | No comments yet

Dynatrace has announced that it is working with Dutch multinational banking and financial services company Rabobank.

Rabobank to monitor real-time customer and user experiences

The partnership supports Rabobank’s vision to centralise and optimise company-wide application performance monitoring to future-proof customer experience. The Dynatrace platform will monitor the real-time experience of every single Rabobank customer and employee when they use any of the bank’s services. As a result, the bank will be able to optimise the experience of every individual user journey.

As internal and external users become increasingly reliant on applications and services to go about their day, they have become more impatient with poor performance. Like many other sectors, banks are having to undergo major digital transformation projects and Rabobank has set its sights high – a long-term goal of a ‘9+ customer experience rating’. To achieve this, it required a solution capable of monitoring all touchpoints and interactions across its full IT stack – from mainframe to mobile. This was critical, as ensuring they have continuous insight and availability is now a must have requirement from the business.

“In this digital age, the end user dictates which channels and applications are used for transactions and interactions. For example, one day a customer might use the smartphone app to transfer funds to a friend; the next day they use a desktop browser to access their online banking; and the following day they may even visit a physical high-street location to enquire about a new financial service,” explains Hans van der Net, service owner of monitoring, IT and data at Rabobank.

“The point is, we need to monitor each and every one of these interactions to ensure we are delivering the most consistent and best customer experience possible,” he added.

When Rabobank looked to introduce its new ‘customer first’ corporate philosophy, its approach to performance monitoring needed to change. Because IT resources are used to run multiple business processes, tracking each individual transaction through various applications and infrastructure layers became critical.

“Every department of Rabobank was running its own APM solution, which meant we had quite a disjointed response to performance problems. Not only did we lack complete visibility of every user, we didn’t know which performance issues were impacting customers the most, why, and how to remediate them. With Dynatrace, we can see every user, across every application, anywhere in our digital ecosystem. This is what makes it possible to be truly proactive, and will push us towards our goal of a 9+ star rating.

“On top of amplifying the customer experience, Dynatrace will play a crucial role in supporting our DevOps teams – they’ll be able to anticipate how software updates will impact users ahead of time, or catch issues early on so they can roll back and fix these rapidly with minimal effect on customers,” Van der Net concluded.

Rabobank plans to significantly increase its DevOps teams over the next 18 months to meet growing customer and industry demands for new, innovative applications and improved functionality. As such, Dynatrace’s experience in DevOps and microservices was a key differentiator for Rabobank.

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