Banks are today at the mercy of their IT systems. As IT progresses and becomes more consumerised, customers are demanding smarter, faster and better ways in which to do their banking no matter the device.
But how do they monitor the success of what they have and customer satisfaction – before customers take their complaints to social media? With the BMC End User Experience Management (EUEM) solution from Quintica banks are now able to measure the customers’ online banking experience as well as measure the exact nature of transactions being executed online.
“We currently working with a number of banks to help them better understand the behaviour of their customers when engaging with their online banking platforms,” states Gerhard Oosthuizen, Senior Consultant – Cloud and Automation at Quintica.
“One challenge facing some of our customers is that they simply don’t have a view of the type or nature of transaction the customer is performing online – they can only see this in the back end on the banking system and would have to do painstaking transaction matching to pair which transaction belongs to which platform.
“Making use of the BMC EUEM solution we have been able to provide our banking customers detail on what transactions are occurring online, how long customers spend online, where they tend to spend more time, the response times between transactions as well as the overall success of each engagement with the bank.”
The system is also able to provide realtime data on incidents and events. According to Oosthuizen should, as an example, 500 users suddenly disconnect, the EUEM software will be able to pinpoint exactly what the problem was and which users it affected. This detail can then be fed back to service providers in the services loop, or to the customer should the error have occurred on their side.
Another notable and key benefit the company is seeing banks take full advantage of is the ability to monitor response times and the speed at which their system is running. This is enabling them to be a lot more proactive in their approach and outreach to customers.
“If there is an issue with a session, and the EUEM solution is in place, customers can then make use of the forensics analysis tool to help filter and search for the issue as well as the clients it has affected. Our customers use this detail to then create a waterfall to see what has occurred on the front end and how it has cascaded into the back end (or vice versa). This then gives them the detail they need to provide feedback to the developers, IT department and service providers,” adds Oosthuizen.
“All of this is critical for service uptime, monitoring and analysis, and provides banks with a view of their service, their customers satisfaction levels, as well as the health of their infrastructure,” ends Oosthuizen.
