A local bank is in the midst of a digital transformation to enhance its position as a customer-lead and people-focused organisation. To be successful with this transition, internal business changes are required and these, in turn, need to be supported by technology.
With the bank’s IT team heavily focused on delivering new solutions in support of its overall business goals, who was available to maintain existing systems? This is where Solnet’s Enterprise Support stepped in to help support business as usual.
Solnet has a long-standing history of providing enterprise software support to government and private organisations. Our team can look after established environments while our clients focus their people, resources and pathways to innovation.
Solnet reviewed some of banks legacy systems and was able to offer a competent and cost-effective service to remove the bank’s day-to-day burden of supporting these products. As a result, Solnet is now maintaining some key frontline functionality.
Taking support to the next level
The bank’s customers may notice visible differences when they visit its website. What is not so obvious are the cultural, process and system changes needed to deliver new services and products. The bank’s transformation has been data-driven and agile, which has significantly impacted its information technology needs.
Upon taking on initial support responsibility, Solnet had the challenge of addressing an existing and long-standing backlog of issues within a relatively short time. Our engineering team rose to the challenge. As the partnership with Solnet expanded.
Solnet currently provides the bank with round-the-clock, 24/7, technical support. If there’s an issue, the bank rings 0800 SOLNET and an engineer, capable of diagnosing the problem down to a line of code, is on the job.
Solnet has quickly and efficiently come up to speed on various systems and provides the support we need. It has freed me up to focus on delivering the bank’s digital strategy.
Maintaining on-demand customer experiences
The applications Solnet supports and maintains allow the bank’s customers to apply for, and manage, certain services and products, any time of day.
It’s an essential and visible part of the business that must keep running. As the bank’s systems were built up over many years using a wide array of technologies, it’s reasonably complex ecosystem. However, Solnet’s experts now support the application stack and also deliver changes and enhancements as needed.
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