Case StudyUnderstanding Business needs and providing the Best solutions
Taking Service Management to higher levels
Access Bank Access Bank partners Signal Alliance to deploy CA Technologies
Access Bank Nigeria takes service to even higher levels with improved performance and reduced downtime
Access Bank, one of Nigeria’s premier financial institutions, has deployed a range of CA Technologies solutions, from CA Southern Africa, aimed at taking service management to even higher levels; boosting customer service and enriching clients’ experiences through better technology availability.
CA Southern Africa partner Signal Alliance has signed the deal with Access Bank to implement CA Service Desk Manager, CA Client Automation, CA Unified Infrastructure Management (formerly CA Nimsoft Monitor) and CA Spectrum.
According to Rotimi Famuwagun, Head of Subsidiaries Information Technology at Access Bank, the deployment of these IT service management (ITSM) and infrastructure management solutions is expected to dramatically improve the organisation’s ability to manage technology for optimal operational performance. “Banks today are highly dependent on technology for efficient operations and satisfactory customer service.
“However, our existing systems and network management solutions were limited and isolated to specific departments with almost no integration at the enterprise level. This led to a prolonged effort in the analysis of events from multiple sources and unclear results which increased the mean-time-to-repair,” he says.
Famuwagun adds that the existing tools also had limited, if any, historical data gathering capabilities. “That made root cause analysis impossible, particularly in the absence of central collection of IT events and monitored metrics which is necessary to understand the type and frequency of events received over time.”
Following a competitive request for proposal and a proof-of-concept exercise, CA’s integrated solutions were selected on the basis of proven capabilities and the past performance of other projects. Famuwagun adds that the turnaround time of issue resolution and the availability of local support were other key metrics, as was CA Southern Africa’s demonstrated ability to effectively engage with the bank.
While the implementation of the various solutions is presently underway, Famuwagun says results are already being seen. “Today, we can conveniently monitor technology infrastructure from across the globe in a single location. We’ve also seen a boost in service delivery to staff in terms of the time taken for our support team to resolve issues from the point at which faults are logged.”
Famuwagun notes that this drives up satisfaction levels within the bank’s users, but also has an even more important benefit. “This has improved performance significantly, with reduced downtime and a direct positive impact on customer service.”
Johan Redelinghuys, CA Southern Africa account manager, says organisations like Access Bank understand the value of reliable IT systems which are constantly monitored for availability, performance and reliability. “The ability to track every configuration item, every component and every service means Access Bank is able to manage crucial technology service delivery.
“Information technology systems are a vital component in achieving satisfactory customer experiences. CA Southern Africa specialises in IT management and we have brought these skills to bear in the role of assisting Access Bank to take its internal performance levels to new heights and thereby enhancing customer service and satisfaction levels.”
About CA Southern Africa
CA Southern Africa is the leading provider of IT management and security solutions in sub-Saharan Africa.
Through the use of technology we assist our customers to transform and seize the opportunities of the application economy. Software is at the heart of every business in every industry in the application economy. CA Southern Africa are IT management experts working with customers across sub- Saharan Africa to change the way we live, transact, communicate, across: mobile; private and public cloud; distributed and mainframe environments.
About Signal Alliance
Founded in 1996, Signal Alliance is a top class, outstanding IT service provider, and an end-to-end system integrator. It is a leading Microsoft enterprise gold partner in Nigeria and has won the Microsoft Country Partner of the Year Nigeria. It also has strategic partnership with major global industry giants such as: Cisco, CA Technologies, Polycom and SAP. Signal Alliance has grown to be a vibrant, forward moving ICT company with offices in Lagos and Abuja. IT prides herself on her ability to gain a thorough understanding of clients’ businesses by using appropriate technology as a bridge between where the client is and where the client wants to be.