Fortis Turkey Increases Quality of Customer Services with Improved Network Management

TECHNOLOGY BRIEF: CENTRALIZED AND AUTOMATED NETWORK MANAGEMENT IN A DISTRIBUTED ENVIRONMENT
Fortis Turkey increases quality of
customer services with improved
network management.Table of Contents
Executive Summary 1
SECTION 1: CHALLENGE 2Maintaining a good reputation through quality ofserviceMaximizing the potential for growthProtecting the backbone for financial transactions
SECTION 2: OPPORTUNITY 3Safeguarding business continuity through effectivenetwork managementAutomated fault managementSimplified performance managementGreater control over changes and configuration
SECTION 3: BENEFITS 5Improved cost control and service qualityDelivering on business and customer expectations
SECTION 4: CONCLUSIONS 6
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Challenge
Providing highly available financial services to its customers is a cornerstone of FortisTurkey's strategy for growth. Fortis aims to double its market share in selected products inTurkey by 2009. Delivering quality of service throughout this period is critical for the bank'sprofitability and competitive advantage. With the bank's 270-plus Turkish branches and4,975 staff reliant on IT to deliver services across a range of channels and processcustomer transactions, Fortis Turkey must be able to guarantee the availability andperformance of its network.
Opportunity
Fortis Turkey uses a Network Management solution from CA to monitor more than 500 infrastructure devices and the overall performance of its network 24x7. The solutioncentralizes and simplifies fault, performance and configuration management, therebyhelping to reduce network downtime. Automated alerts, intelligent root-cause analysis andin-depth reporting all help the bank minimize the impact of any network problems on thebusiness and its customers. The IT department is now aware of issues fives times fasterand can prioritize its response based on business need.
Benefits
Fortis Turkey now needs less IT resources to manage its network, which helps to reduceoperational costs. At the same time it has been able to increase uptime, which meansbetter application and service availability for its staff and customers in Turkey. As a result,Fortis Turkey has been able to: . Improve customer satisfaction. Increase staff productivity. Safeguard profitability and reputation
These factors will help Fortis Turkey meet its service quality and expansion goals in theTurkish retail banking market, which are key to the bank's ongoing profitability and market position.
TECHNOLOGY BRIEF: CENTRALIZED AND AUTOMATED NETWORK MANAGEMENT IN A DISTRIBUTED ENVIRONMENT 1SECTION 1: CHALLENGE Maintaining a good reputation through quality of serviceProviding highly available customer services has become essential for any company. Financialservice providers, however, are under even greater pressure to adapt the traditional '9 to 5'business model to deliver around-the-clock response.
From retail to investment banking, customers now want instant and continuous access to their funds and account information. The advent of Internet banking and e-commerce hashelped to raise these expectations for on-demand and real-time services, and a company'sreputation will soon be at risk if it is not able to provide both the quality and speed of serviceexpected. In this digital age of online news and blogging, a bad reputation for customer service is easily spread, and may cause irreparable damage to a company's ability to attractand retain customers.
With quality of service acting as a key success factor - particularly in the crowded and highlycompetitive retail banking market - financial services companies need to be able to guaranteecontinuity of se... [download for more]