Industry: Financial Services- Banking
Product:
Micro Focus SMAX
Outcomes
+Reduced issue resolution time by 50%
+Introduced new engagement channels for increased user satisfaction
+Agile migration from legacy solution within
6 weeks
+Reduced ticket volumes
+Improved TCO
Challenge
Respond to business demands for better and faster customer engagement in a merger situation with a complex infrastructure
Details
About NCBA Bank Kenya Plc
Following the merger of NIC Bank, an institution with a rich history of retail banking, and CBA Bank, a forerunner of innovation in the banking space, a new bank with unmatched strength, expertise and regional reach was formed. Covering all areas, from cutting edge mobile banking to relationship management, and from scalable business banking to tailored investment solutions. NCBA is the largest Bank in the East African region in terms of customer numbers with over 35 million customers, with the headquarters in Nairobi, Kenya and regional presence in Tanzania, Uganda, Rwanda and Ivory Coast.
SMAX Supports Process Alignment in Complex Environment
The merger between these market leaders brought the challenge of connecting people and processes across the newly formed organization. New technology was required to bring both worlds together, with IT and infrastructure needing to adapt fast to new services. Processes were reshaped to align and unify business operations in both banks in response to business demands for better and faster customer engagement. Timothy Mburu, Head of IT Service Management at NCBA, explains further: “We needed a platform that could grow with our new business, while maintaining a low TCO. The complexity of our infrastructure demanded a reliable automated solution to support our IT and non-IT processes. We used BMC Remedy Force, but this didn’t have the level of maturity we needed when we manage over 120,000 configuration items. A user-friendly mobile application was important for us too, so that we can promote self-service to our users as much as possible.”
Micro Focus SMAX came out on top in a technical evaluation and NCBA worked with a local implementation partner Hakken and Micro Focus to implement SMAX within just six weeks—realizing a very fast time to value. This represented an agile implementation,
“SMAX surveys provide valuable information from our users. The data collected is processed through the smart analytics engine and enables us to better align our services to the users’ expectations and requirements.”
TIMOTHY MBURU
Head of IT Service Management
NCBA Bank Kenya Plc
