Rabobank/Dynatrace partnership to monitor real-time customer experience

Digital performance management company Dynatrace announced a partnership with Dutch multinational banking and financial services company Rabobank which will see Dynatrace monitor the real-time experience of every single Rabobank user.

Rabobank’s goal is to customize each user’s experience so their overall satisfaction produces a ‘9+ customer service rating’.

“In this digital age, the end user dictates which channels and applications are used for transactions and interactions,” Rabobank’s Hans van der Net said. “For example, one day a customer might use the smartphone app to transfer funds to a friend; the next day they use a desktop browser to access their online banking; and the following day they may even visit a physical high-street location to enquire about a new financial service.

Rabobank’s Hans van der Net

Rabobank’s Hans van der Net

“The point is, we need to monitor each and every one of these interactions to ensure we are delivering the most consistent and best customer experience possible.”

The increased customer service focus required a different performance monitoring tactic as UX had to be tracked across multiple processes, applications and layers.

“Every department of Rabobank was running its own APM solution, which meant we had quite a disjointed response to performance problems,” Mr. Van der Net said. “Not only did we lack complete visibility of every user, we didn’t know which performance issues were impacting customers the most, why, and how to remediate them.

“With Dynatrace, we can see every user, across every application, anywhere in our digital ecosystem. On top of amplifying the customer experience, Dynatrace will play a crucial role in supporting our DevOps teams – they’ll be able to anticipate how software updates will impact users ahead of time, or catch issues early on so they can roll back and fix these rapidly with minimal effect on customers.”

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