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Sunday 15 July 2018

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Rabobank to monitor real-time customer experience

Written by Anthony Strzalek
14/09/2017

Rabobank has partnered with digital performance management company, Dynatrace, in a move which will allow the Dutch bank to monitor the real-time experience of every customer and user for all services.

The partnership supports Rabobank's vision to centralise and optimise company-wide application performance monitoring to future-proof customer experience.

The Dynatrace platform will monitor the real-time experience of every single Rabobank customer and employee when they use any of the bank's services. As a result, the bank will be able to enhance the experience of every individual user journey.

Hans van der Net, service owner of monitoring, IT and data at Rabobank, said: “In this digital age, the end user dictates which channels and applications are used for transactions and interactions.

“For example, one day a customer might use the smartphone app to transfer funds to a friend; the next day they use a desktop browser to access their online banking; and the following day they may even visit a physical high-street location to enquire about a new financial service. 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.”

Rabobank plans to significantly increase its DevOps teams over the next 18 months to meet growing customer and industry demands for new, innovative applications and improved functionality. As such, Dynatrace's experience in DevOps and microservices was a key differentiator for Rabobank.



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