Business:
Hatton National Bank delivers award-winning financial services to 2.5 million customers in Sri Lanka. The bank provides a full suite of retail and corporate banking services via 200 branches and 350 automated teller machines (ATMs).
Challenge:
To help make financial savings and improve customer service levels, Hatton National Bank is launching a number of new IT systems and solutions. For these new systems to be used to the greatest advantage, the bank needs to ensure that IT requests and problems from employees are dealt with effectively.
Solution:
The bank has deployed CA Service Desk Manager to help support its 4,000 IT users. Around 30 issues a day are logged via the solution’s online interface. Senior management teams use data from the solution’s dashboard to make informed decisions, such as how recurring problems can be addressed and where additional investment may be required.
Result:
As well as enhancing decision-making, the CA Technologies solution has helped Hatton National Bank to increase IT service quality and efficiency and improve staff productivity.
