The bank of Georgia optimized customer service using solutions of VMware

The VMware company announced on October 30, 2017 that the Bank of Georgia implemented VMware Horizon and VMware NSX for Horizon for quality improvement of customer service in branches. Thanks to a combination of solutions of VMware for virtualization of applications, desktops and network the bank started customer services (for example, the "Let's Service in Five Minutes" program), considerably having optimized work of employees in 3 thousand branches and having raised the security level.

Prerequisites

The bank of Georgia offers full range of services for corporate and retail clients, asset management, broker and insurance services. One of areas which the bank aimed to optimize — the computing system for employees who work directly with clients. Because of the outdated solution for the PC in work of branches there were idle times, in halls of service — queue, and IT specialists spent a lot of time and resources on recovery.

Project Results

The bank works with the partner of VMware — High-Tech Solutions Ltd company. (HTS) to replace the physical equipment (desktop PCs) in branches with infrastructure of virtual workstations on the basis of Horizon 7 Enterprise with thin clients of Dell Wise.

Horizon 7 provided to employees a digital working space through which it is possible to get quickly access to necessary applications, desktops and data. It optimizes work and helps personnel to service clients professionally. Specialists of IT departments had a possibility of centralized operation by images, backup copies and their recovery. On a withdrawal of bank, thanks to it the number of appeals to technical support was already reduced by 30%. Now IT commands can focus on support of business and the solution of strategically important tasks. For example, recently started program for clients "Let's service in five minutes" works at Horizon 7 basis. Earlier it was impracticable.

Besides, the Bank of Georgia implemented the solution VMware NSX for Horizon for creation of the multilevel complex platform of security. With its help IT specialists can automate use of security policies which monitor activity of users. It is expected that it will allow to increase protection of branches and end devices against the attacks and date leaks.

In cooperation with VMware we implement the modern IT platform which will allow us to transform qualitatively customer service and to offer them attractive services. At the same time we increase efficiency of operation and productivity of work of branches. Our specialists arranged management of IT, cut down expenses and improved security — Levan Jikia, the associate director on information technologies of Bank of Georgia noted.

Bank of Georgia made the decision to implement the system of virtualization of jobs that allowed it to manage optimum jobs of employees, to thereby improve the provided service. The main indicator of success of the project for us was the fact that the Bank of Georgia is going to double the number of virtual places — Malkhaz Skhirtladze, the CEO of HT Solutions company noted.