Rabobank turns Big Brother with Dynatrace
Digital performance management company Dynatrace is working with Rabobank “to monitor the real-time experience of every customer and user for all services” at the bank.
The project, says Dynatrace, “supports Rabobank’s vision to centralise and optimise company-wide application performance monitoring to future-proof customer experience”.
Dynatrace’s application performance monitoring (APM) solution will help the bank reach a long-term goal of a “9+ customer experience rating”, the vendor says.
“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,” it explains.
Hans van der Net, service owner of monitoring, IT and data at Rabobank, observes that “in this digital age, the end user dictates which channels and applications are used for transactions and interactions”. One day they might use a smartphone for money transfer, the next day they might do online banking on their desktop, and then following day they might visit a brick-and-mortar branch to enquire about a new product, he says.
“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.”
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,” Van der Net recalls.
“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.”
He also assigns Dynatrace a “crucial role” in supporting Rabobank’s DevOps teams, as “they’ll be able to anticipate how software updates will impact users ahead of time”. The bank plans to significantly grow its DevOps teams over the next 18 months.