NETSCOUT Case Studies Leading Financial Assures Remote Banking Operations for Customers

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	Leading Financial Assures Remote Banking Operations for Customers NETSCOUT

Leading Financial Assures Remote Banking Operations for Customers

NETSCOUT

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Remote Asset Management Remote Collaboration
Services	System Integration
Challenge	The arrival of the COVID-19 pandemic required this bank to close numerous regional branches, prompting leadership to alternatively position 24/7 customer account access through mobile and online applications, as well as telebanking. While customers were using these account access options, many banking employees were now moving their offices to their at-home locations. With increased use of remote business operations, the company’s IT team needed to prioritize the performance of the virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) now critical to successful day-to-day financial service delivery. With millions of global clients now reliant on uninterrupted remote account access, it was critical that remote banking operations work seamlessly. Days after this remote transition began unfolding, IT leadership contacted their NETSCOUT business representatives with concerns about visibility into performance of their Citrix Virtual Applications and Desktops. Citrix was a now-critical environment. The bank’s IT leadership had configured Citrix application traffic to be balanced across several company data centers to help assure performance. However, the local IT team could not visualize Citrix application traffic relevant to their business operations, leaving them unable to monitor this virtual environment or end-user experience. Read More
About Customer	This industry-leading international financial company offers retail banking solutions to millions of customers, including personal, small business, and commercial banking products. The bank maintains semi-autonomous business operations across the globe. With this organizational structure, in-country business hubs are responsible for local financial services delivery in their regional markets, including operating a network of traditional retail banking branches and automated teller machines (ATMs). Their Call Center operation is similarly organized into regional delivery facilities, with some larger retail bank branches also incorporating local personnel to complement the customer service agents working at these telebanking support centers. The bank maintains a significant information technology (IT) commitment to support business delivery to its clients and support its agents and has for years used NETSCOUT solutions to assist those efforts. Read More
Solution	The IT team gained the visibility they required to manage remote service delivery and improve user experience by updating their NETSCOUT environment to include: State-of-the-art nGeniusONE Service Assurance platform, with performance analytics required for real-time monitoring of their entire service delivery environment, including the VPN and VDI services critical to current-day operations. Software-based InfiniStreamNG (ISNG) appliances installed at two regional data centers, with these added smart data sources using patented Adaptive Service Intelligence™ (ASI) to generate real-time metadata from the company’s network traffic for nGeniusONE performance analytics. NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010 appliances, with this packet broker solution installed at the two regional data centers to improve network traffic load balancing and overall network performance by forwarding packet traffic to the ISNG appliances as well as other tools in the environment. In addressing the IT team’s most immediate need, their local NETSCOUT business representative quickly configured real-time nGeniusONE Service Dashboard views that showed the Citrix VDI performance issue related to an instance of misdirected Citrix traffic. Using standard nGeniusONE workflows to contextually transition from the Service Dashboard views to increasingly granular Service Monitor and Citrix VDI metrics analysis, nGeniusONE provided the evidence required to both modify the Citrix service configuration to direct traffic to the proper destination, then assure these changes had been processed satisfactorily to improve local IT visibility into their remote users’ virtual desktop experience. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Remote Asset Management

Remote Collaboration

Services

System Integration

Challenge

The arrival of the COVID-19 pandemic required this bank to close numerous regional branches, prompting leadership to alternatively position 24/7 customer account access through mobile and online applications, as well as telebanking. While customers were using these account access options, many banking employees were now moving their offices to their at-home locations. With increased use of remote business operations, the company’s IT team needed to prioritize the performance of the virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) now critical to successful day-to-day financial service delivery. With millions of global clients now reliant on uninterrupted remote account access, it was critical that remote banking operations work seamlessly. Days after this remote transition began unfolding, IT leadership contacted their NETSCOUT business representatives with concerns about visibility into performance of their Citrix Virtual Applications and Desktops. Citrix was a now-critical environment. The bank’s IT leadership had configured Citrix application traffic to be balanced across several company data centers to help assure performance. However, the local IT team could not visualize Citrix application traffic relevant to their business operations, leaving them unable to monitor this virtual environment or end-user experience.

About Customer

This industry-leading international financial company offers retail banking solutions to millions of customers, including personal, small business, and commercial banking products. The bank maintains semi-autonomous business operations across the globe. With this organizational structure, in-country business hubs are responsible for local financial services delivery in their regional markets, including operating a network of traditional retail banking branches and automated teller machines (ATMs). Their Call Center operation is similarly organized into regional delivery facilities, with some larger retail bank branches also incorporating local personnel to complement the customer service agents working at these telebanking support centers. The bank maintains a significant information technology (IT) commitment to support business delivery to its clients and support its agents and has for years used NETSCOUT solutions to assist those efforts.

Solution

The IT team gained the visibility they required to manage remote service delivery and improve user experience by updating their NETSCOUT environment to include: State-of-the-art nGeniusONE Service Assurance platform, with performance analytics required for real-time monitoring of their entire service delivery environment, including the VPN and VDI services critical to current-day operations. Software-based InfiniStreamNG (ISNG) appliances installed at two regional data centers, with these added smart data sources using patented Adaptive Service Intelligence™ (ASI) to generate real-time metadata from the company’s network traffic for nGeniusONE performance analytics. NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010 appliances, with this packet broker solution installed at the two regional data centers to improve network traffic load balancing and overall network performance by forwarding packet traffic to the ISNG appliances as well as other tools in the environment. In addressing the IT team’s most immediate need, their local NETSCOUT business representative quickly configured real-time nGeniusONE Service Dashboard views that showed the Citrix VDI performance issue related to an instance of misdirected Citrix traffic. Using standard nGeniusONE workflows to contextually transition from the Service Dashboard views to increasingly granular Service Monitor and Citrix VDI metrics analysis, nGeniusONE provided the evidence required to both modify the Citrix service configuration to direct traffic to the proper destination, then assure these changes had been processed satisfactorily to improve local IT visibility into their remote users’ virtual desktop experience.

Impact #1	Uninterrupted customer access to banking transactions
Impact #2	Assured performance of virtual network and application resources required for financial transaction delivery
Impact #3	For the leadership team – which had also committed to other charitable initiatives to help local citizens in need – they were able to reinforce to customers that transitioning to a remote operations model would not adversely impact their ability to do everyday business (e.g., processing payments, loans, and commercial transactions) during the pandemic.

Impact #1

Uninterrupted customer access to banking transactions

Impact #2

Assured performance of virtual network and application resources required for financial transaction delivery

Impact #3

For the leadership team – which had also committed to other charitable initiatives to help local citizens in need – they were able to reinforce to customers that transitioning to a remote operations model would not adversely impact their ability to do everyday business (e.g., processing payments, loans, and commercial transactions) during the pandemic.

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Overview

Leading Financial Assures Remote Banking Operations for Customers

Operational Impact