Direct savings bankING Directhas begun rolling
outIT management dashboard softwareto
provide real-time metrics on the state of the company's web and
call-centre operations.
The dashboard software, based on the Foglight product from Quest
Software, will enable the bank to improve efficiency, said Shashi
Rana, senior infrastructure architect at ING Direct.
The dashboard software will help ING Direct monitor the level of
service on its telephone and web banking channels, to determine if
its customers are having to wait too long for the bank's IT systems
to perform transactions. "The software will allow us to concentrate
on spending on IT where it is needed."
The dashboard information on the customer service level was
previously available in ING Direct's data warehouse, which was
updated every three hours. Rana said Foglight has allowed ING
Direct to build real-time dashboard reporting.
The dashboard will be available across the business from the end
of April. Rana said there will be three levels of dashboard
reporting. The first wil offer a high-level view for business
managers to check web and call-centre service levels. The second
reports on major IT system components, to allow managers to
determine if one banking service is impacting another. The third is
a technical dashboard, to enable technicians to work out which
system components are causing the overall service to slow down,
Rana said.
Rana said ING Direct will also use a real-time dashboard to look
at how customers use the banking website. "We want to provide
information to allow marketing to analyse the user experience ," he
said.
