Global Financial Services Company Improves Application Performance and Reduces Downtime

The financial services company, with a customer base spanning the United States and abroad, was under tremendous pressure to ensure service availability and uptime for customers and employees twenty-four hours a day. Any downtime or performance issues with the bank’s critical applications such as online banking applications, brokerage applications, or small business management services would adversely impact the business. Internally, tens of thousands of bank employees are home workers, and depend on the VPN service to access the corporate network. On several occasions, round trip delay and jitter would increase to more than 200 ms for soft phone services and other applications running over the VPN tunnel. Investigating this issue, and countless others, fully occupied IT staff, who spent significant time troubleshooting production impacting application and server issues that didn’t necessarily stem from network issues. Without visibility into the real-time or historical performance of applications and servers, unacceptable delays were introduced into the fault isolation process.

The customer is a community-based financial services company that provides banking, insurance, investments, mortgage, loan and consumer financial services to more than 70 million customers across the US and around the world. With billions of dollars in assets, this financial services company makes customer satisfaction a priority at their more than 5,000 branch locations, thousands of ATM’s, contact centers and via on-line banking and mobile devices.