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.