Area geografica: India
The CA Technologies solutions have streamlined IT support and service delivery to enable cost savings. They enable us to provide better customer services to safeguard satisfaction as our branch network and customer base grows.
, General Manager of IT , Punjab National Bank
Punjab National Bank (PNB) has more than 5,000 branches and six crore customers as of September 30, 2010. It has the distinction of being the first bank fully owned, managed and administered by Indians.
To safeguard customer service levels, PNB must ensure its banking solution remains highly available. With a growing branch network and only manual IT support processes, this was becoming increasingly challenging.
PNB has implemented a range of CA Technologies solutions to simplify the management of 2,000 user requests per month, improve problem resolution, automate software delivery and enhance capacity planning.
PNB has reduced fix times by 60 percent and increased first line resolution, contributing to an ROI of 165 percent. Improved IT management will help safeguard customer service levels as the bank grows.