Hatton National Bank. enhances staff satisfaction with CA Service Desk Manager

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1 Customer success story Hatton National Bank enhances staff satisfaction with CA Service Desk Manager Customer profile Industry: Financial services Company: Hatton National Bank Employees: 4,500 Business Hatton National Bank (HNB) provides retail and corporate banking services to 2.5 million customers in Sri Lanka via a network of 200 branches and 350 ATMs (automated teller machines). Challenge To maximise the business value of IT, HNB needed to provide staff with exceptional IT support. The bank was unable to record and track IT related issues, which made monitoring service levels challenging. Solution Staff now log IT issues via CA Service Desk Manager s online interface, which means they can be tracked through to resolution. The solution also provides visibility of recurring issues and metrics to drive improvement. Benefit HNB can deliver a more proactive IT support service and make more informed decisions. This has helped to enhance staff satisfaction and productivity, and will lead to future cost savings. we can

2 Business Delivering award-winning financial services to 2.5 million customers in Sri Lanka Hatton National Bank s (HNB) origins date back to 1888 when it was established to meet the needs of investors and workers in Sri Lankan (then known as Ceylon) tea plantations. Today, the bank provides a full suite of retail and corporate banking services, including general banking, mortgage financing, credit card facilities, wealth management and priority banking services, trade finance and international operations. It also offers insurance services and stock brokering via subsidiary organisations and is a leader in micro-finance to support low-income families. HNB s services are delivered to 2.5 million customers via 200 branches and 350 ATMs (automated teller machines) throughout Sri Lanka, plus online, telephone and SMS banking capabilities. The bank was awarded Asian Banker Excellence status in the Asian Banker s Retail Financial Services Awards in Challenge Reducing operational costs through centralisation of services Like banks the world over, HNB is continuously looking at opportunities to adjust its business operations in line with changes in market conditions. The drive to manage and contain its operating expenditure is part of its corporate culture. By consolidating operations we can improve efficiency and service levels. Mrs D C Cooke Deputy General Manager of Operations and Systems, Hatton National Bank To help make these financial savings, the bank has embarked on a number of IT-based projects to centralise services. Mrs D C Cooke, Deputy General Manager of Operations and Systems at HNB, comments, By consolidating our IT operations we can improve efficiency and service levels while freeing up branch-based staff to focus on customer-facing activities and sales. 02

3 One recent project included the launch of a new centralised core banking system; HNB is now preparing to implement a new CRM (customer relationship management) solution. To ensure these systems are used to the greatest advantage, HNB needs to ensure that employees IT requests and problems are addressed effectively. Although the bank already had a strong IT support function, it lacked the ability to track individual issues reported by end-users. As Cooke explains, Our dedicated IT support team dealt with most issues rapidly and effectively, however without tools to log and track these issues, some inevitably slipped through the net and were not resolved quickly enough. In addition to providing a consistent IT support service, HNB was keen to gain comprehensive visibility of any recurring problems so the root cause could be identified and addressed. Solution Consistent and responsive IT support HNB investigated a number of service management solutions before selecting CA Service Desk Manager. The CA Technologies solution met our key requirements and offered a lower total cost of ownership than other solutions on the market, comments Cooke. We were also keen to work with CA Technologies as it could offer greater stability and continuity than smaller providers. CA Service Desk Manager was implemented over a three-month period with assistance from local CA Technologies partner Millennium IT, and went live in October Cooke comments, Millennium IT worked closely with us in order to understand our requirements and implement and configure the CA Technologies solution to meet them. It also delivered training for our IT support team leaders and is now providing ongoing support services as required. 30 issues a day logged via the online interface 03

4 HNB s 12-strong IT support team uses CA Service Desk Manager on a daily basis to support 4,000 members of staff. End users are encouraged to log issues via the solution s online interface, rather than calling the service desk team. As Cooke explains, There was a significant cultural change required in adopting self-service capabilities, but we have overcome this and all end users now take advantage of the online interface. This approach also enables us to capture comprehensive data regarding the problems staff is experiencing, which helps us resolve them more efficiently. Around 30 IT issues are logged each day, which are directed to the appropriate support team depending on whether the issue concerns the branch network, datacentre-hosted applications, other application issues/queries or equipment failure. The dashboard shows a variety of graphs, which are discussed during management meetings. Mrs D C Cooke Deputy General Manager of Operations and Systems, Hatton National Bank Team leaders use CA Service Desk Manager s exception reports to identify problems that are not resolved within the required timeframe and escalate accordingly. The solution also provides HNB s senior management team with a more long-term view of IT support performance. As Cooke explains, The dashboard displays a variety of graphs and charts, which are discussed during management meetings to aid decision-making, such as how recurring problems can be addressed, when applications need replacing or upgrading, and where to invest in more resources. To further increase the efficiency of IT support, HNB is currently developing a series of articles for CA Service Desk Manager s Knowledge Base, which will empower end users with the information they need to resolve common issues themselves. 04

5 Benefit Increased efficiency and superior decision-making Although it is too early for HNB to fully quantify the benefits of CA Service Desk Manager, the company has already seen significant improvements in end user satisfaction. Feedback from our branch staff indicates that they are receiving a much better quality of service than before, comments Cooke. Now we have visibility of common problems, we can adopt a more proactive strategy to prevent them recurring, which in turn reduces the number of issues and will eventually lead to cost savings. In addition to better quality IT services and increased staff satisfaction, CA Service Desk Manager is also enabling HNB to: Increase efficiency specialist support staff are able to deal with more issues per day as they no longer have to take end user calls Enhance staff productivity a more responsive and consistent approach means issues are resolved faster, minimising downtime Improve decision-making performance metrics ensure resources are directed where they are most needed. Cooke comments, IT is a real enabler for the banking industry but only if it is highly available, which means we must provide adequate support. CA Service Desk Manager enables us to monitor and improve IT service levels while increasing efficiency throughout the organisation. Copyright 2010 CA Technologies. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages.