"St. Petersburg bank" implemented the solution of AppDynamics for improvement of customer service quality

2020: The implementing solution AppDynamics for improvement of customer service quality

On July 27, 2020 the company AppDynamics together with regional banks Russia "St. Petersburg" announced the beginning of cooperation with the purpose of implementation of the long-term program of digital transformation bank of products. AppDynamics will provide to Bank a single platform of monitoring and analysts program and the hardware for improvement of quality of client service.

According to the company, AppDynamics will perform monitoring of such elements of infrastructure of Bank as: Internet bank, mobile application, internal applications of bank, client-server application of Microsoft Dynamics CRM, ABC CFT Bank, systems of Processing and also bus IBM Integration Bus (IIB). The project is implemented in cooperation with the partner of Winncom Technologies.

For July, 2020 the St. Petersburg Bank is transformed to a didzhitalny financial structure. For quality improvement of digital customer service the special project team for implementation of advanced methods of efficiency analysis of applications was created.

During implementation of the plan key tasks were planned:

• Implement the solution for monitoring of performance of applications (APM – Application Performance Management) which will allow to reveal timely failures in work and to find the reasons of problems before customer service quality decreases.
• Reduce the average time of elimination of incidents (MTTR) of P1 and P2 levels.
• Provide a versatile and exact tool for determination of customer service quality which will help Bank to render digital services in the conditions of the growing demand.
• Use the improved possibilities of monitoring for performance improvement of end-to-end business processes.

Reactive approach complicates identification of anomalies and search of the reasons of failures that leads to delays at problem solving. Thanks to AppDynamics we expect decrease in time of reaction (MTTR) from o'clock to one minutes that will have a positive impact on our business and customer service quality. Ekaterina Alekseeva, the vice president for information technologies of St. Petersburg Bank told

The decision on the choice of the AppDynamics platform was made according to the results of a pilot project during which on the example of monitoring of several crucial applications and digital services of St. Petersburg Bank positive economic effect of implementation was recorded. The AppDynamics system showed good results on such tasks as: diagnostics of performance concerns of online applications in real time, ensuring visibility of third-party applications, monitoring of operation of the browser at end users, creation of panels of monitoring for display of key business transactions of clients.

AppDynamics helps us to receive end-to-end monitoring of all our applications and elements of infrastructure. Now we have an opportunity to see business processes from a frontend to the backend-server in real time and to monitor transactions at the level of the code. Actually, now we can define the root reason, up to a line of the code or a specific request in the database. It considerably reduces time necessary for the solution of the arising problems. AppDynamics gives us and deeper quality evaluation of customer service. We can monitor digital experience of users in interaction with our IT systems and to see health of business processes at all stages. It helps us to understand better conversion and to learn whether the operability of the application influences actions of users. AppDynamics is a part of Cisco that also became an important factor at decision-making. We are glad to close interaction of Cisco and AppDynamics and an opportunity to create an ecosystem of products with integration between applications and infrastructure. Alexey Tutukov, the head of department of monitoring and reaction of St. Petersburg Bank told