The way business is done across the retail banking industry today is profoundly changing. When it comes to mission-critical business processes like online banking, fund transfers, credit and loan application and approvals, performance matters! Customers today reach out to your institution through web-based services using browsers and smart phone devices of every kind. Quality service in this complexity is challenging to monitor and manage. And, traditional performance monitoring tools are stuck inside your organization’s firewall. You simply don’t have the insight you need to ensure that your customers are getting thorough, fast, uninterrupted service.
In fact, according to a recent 2011 Equation Research survey of 500 online banking users:
- 30 percent were less likely to purchase additional services from the institution following a bad online experience
- 17 percent would share this experience with a friend, family member, peer, or write about it online
- 13 percent would use another financial institution or provider of the service after a bad experience
- 7 percent would actually close their account after a bad experience
When your organization is unaware of the kind of experience that your customers are having with your institution, you are at a risk for:
- Poor customer satisfaction
- Potential loss of immediate revenue / customer lifetime revenue
- Lost opportunities to cross-sell or up-sell
- And most difficult to regain, a negative impact on your brand
How do you ensure a positive customer experiences?
Understand Your Customers’ Experience with Your Institution
Gain and Retain Customers, Protect Your Revenue and Brand
Compuware’s Application Performance Management (APM) solution provides true end-to-end visibility and a unified view of application performance beyond the data center and firewall. It provides you with the industry’s only complete end-to-end troubleshooting, from your mobile banking customer on a smart phone, through the Internet, to your banking internal IT systems.
Compuware’s APM solution works with, and incorporates data, from your existing monitoring tools. That is why the top global banks in the world, like Bank of America, Commerzebank, and Lloyds Banking Group, rely on Compuware to ensure optimal performance of their banking application delivery chain.
No other company offers this total visibility in an application performance management solution.
See Gartner's comprehensive 2011 "Magic Quadrant for Application Performance Monitoring (APM)" report. This report evaluates 29 vendors on their completeness of vision and ability to execute effective application performance monitoring.
Key highlights:
- Gartner positions Compuware in the top corner of the "Leaders" quadrant
- Compuware leads on both completeness of vision and ability to execute