Dynatrace, a digital performance management company, has announced its partnership with Dutch bank Rabobank, in order to help Rabobank optimise application performance, and customer and staff monitoring. The Dynatrace platform will track the real-time experience of every single Rabobank customer and employee when they use any of the bank’s services and record the feedback to make improvements if necessary.

Rabobank’s ambition is to install a solution capable of monitoring all touchpoints and interactions across its full IT stack – from mainframe to mobile. Given Rabobank’s customer-centric philosophy, and because IT resources are used to run multiple business processes, tracking each individual transaction through various applications and infrastructure layers became critical.

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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.

From the horse’s mouth

“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.

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According to Hans van der Net, as a result of every department of Rabobank running its own APM solution, Rabobank had a disjointed response to performance problems. With Dynatrace, they expect to see every user, across every application, anywhere in their digital ecosystem.

“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.

by Henry Vilar
Henry is Junior Reporter at IBS Intelligence, follow him on Twitter or contact him at: henryv@ibsintelligence.com
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