Business:
Punjab National Bank (PNB) is the second largest public sector unit bank in India, with more than 5,000 branches, 56 million customers and 55,000 employees. PNB expects to almost triple its customer base to 150 million by 2013.
Challenge:
To provide a high quality of service to its customers, PNB must respond rapidly to IT issues experienced at its branches. As the bank’s branch network expanded, monitoring and managing the IT estate became increasingly time-consuming.
Solution:
PNB has deployed CA Service Desk Manager, CA IT Client Manager, CA NSM and CA eHealth Performance Manager to help increase IT efficiency. The solutions simplify incident, request, problem, capacity and asset management, which means PNB can make better use of its IT resources.
Result:
The CA Technologies solutions have helped to reduce resolution times by 60 percent as well as reduce the volume of IT incidents, contributing to a ROI of 165 per cent. This not only minimises IT costs but also boosts customer service and satisfaction levels as the bank continues to grow.
