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Case Study IT Operations Management NCBA Bank Kenya Plc Micro Focus SMAX supports process alignment in merger while improving TCO, and reducing issue resolution time by 50%. Who is NCBA Bank Kenya? SMAX Supports Process Alignment Following the merger of NIC Bank, an institu- in Complex Environment tion with a rich history of retail banking, and The merger between these market leaders CBA Bank, a forerunner of innovation in the brought the challenge of connecting people banking space, a new bank with unmatched and processes across the newly formed orga- strength, expertise and regional reach was nization. New technology was required to bring formed. Covering all areas, from cutting edge both worlds together, with IT and infrastruc- mobile banking to relationship management, ture needing to adapt fast to new services. and from scalable business banking to tailored Processes were reshaped to align and unify investment solutions. NCBA is the largest Bank At a Glance business operations in both banks in response in the East African region in terms of customer to business demands for better and faster cus- ■ Industry numbers with over 35 million customers, with tomer engagement. Timothy Mburu, Head of Financial Services—Banking the headquarters in Nairobi, Kenya and regional IT Service Management at NCBA, explains fur- presence in Tanzania, Uganda, Rwanda and ther: “We needed a platform that could grow ■ Location Ivory Coast. with our new business, while maintaining a low Kenya TCO. The complexity of our infrastructure de- ■ Challenge manded a reliable automated solution to sup- Respond to business demands for better and “SMAX surveys provide port our IT and non-IT processes. We used faster customer engagement in a merger valuable information from our BMC Remedy Force, but this didn’t have the situation with a complex infrastructure users. The data collected is level of maturity we needed when we man- processed through the smart age over 120,000 configuration items. A user- ■ Products and Services Micro Focus SMAX analytics engine and enables friendly mobile application was important for us too, so that we can promote self-service to our us to better align our services Critical Success Factors users as much as possible.” ■ to the users’ expectations + Reduced issue resolution time by 50% and requirements.” + Introduced new engagement channels for Micro Focus SMAX came out on top in a increased user satisfaction technical evaluation and NCBA worked with + Agile migration from legacy solution within TIMOTHY MBURU a local implementation partner Hakken and 6 weeks Head of IT Service Management Micro Focus to implement SMAX within just + Reduced ticket volumes NCBA Bank Kenya Plc six weeks—realizing a very fast time to value. + Improved TCO This represented an agile implementation, “Thanks to the SMAX automated workflows we have halved our issue resolution time and improved satisfaction levels. Our users are more autonomous and love the mobile interface to the service desk.” Contact us at: TIMOTHY MBURU www.microfocus.com Head of IT Service Management NCBA Bank Kenya Plc Like what you read? Share it. leveraging many out-of-the-box processes The next stage was the implementation and Autonomous Users Leads and rules, with some minor customizations. customization of other key SMAX offerings to Improved Satisfaction including Request Fulfillment, Incident Man- NCBA is looking to the future where automated The new experience was richer, as Mburu com- age ment, Problem Management, Change and incident remediation will be managed through ments: “We introduced modern, comprehen- Release Management, Service Level Man age- Micro Focus Robotic Process Automation sive, and user-friendly self-service and smart ment, and Knowledge Management. (RPA) for further productivity improvements virtual agents. This immediately reduced ticket and higher service levels. SMAX also integrates traffic, and improved our customer satisfac- The service desk receives up to 12,000 re- with Micro Focus Operations Orchestration, in- quests each month that can be fulfilled in any tion.” The bank also appreciated the value of tended to automate NCBA service provisioning, number of ways. NCBA’s users access the flexible deployment options—unlike other ven- to eliminate manual tasks and enable the ser- easy-to-use self-service portal where they can dors where it could require switching to another vice desk staff add value to the users. Further interact with the service desk. They can also solution—SMAX offers easy and straightfor- integrations with SMAX into the organization’s access the self-service portal through their ward migration from on-premises to cloud and CRM tool and the call management solution mobile phones, making it simpler and faster vice-versa should their needs evolve. With this used by the service desk will streamline pro- to track their requests and tickets. Managers quick win under their belt, NCBA moved onto cesses even further, and is made easy through use the native mobile app to approve requests. the next phase of their SMAX implementation. SMAX API-driven integration capabilities. They offer 750 items in the catalog, so users can easily find the right service. When submit- SMAX: Issue Resolution Time Mburu is pleased with the SMAX progress: ting an issue, users can leverage smart ticket- “Thanks to SMAX automated workflows, we Cut in Half ing; describe the issue in natural language or have halved our issue resolution time and im- Guided by the ITIL principles already adopted attach a photo and submit the case. Underlying proved satisfaction levels. Our users are more by NIC and CBA, the organization leveraged machine learning will automatically create the autonomous and love the mobile interface for standard SMAX workflows as a baseline to ticket with categorizations and route to the the service desk. The self service capabilities accelerate process reshaping, resulting in a most suited agent. Service desk agents save enable users to seamlessly get assistance or new and global IT service catalogue defini- precious time through automatic ticket clas- tion and implementation. This encompasses sifications. As a result, problems are resolved assist others, and this is reflected in reduced asset and configuration management with twice as fast. And, finally, users can ‘ask a monthly ticket numbers. By consolidating onto automated infrastructure discovery, thanks to friend’. Through social collaboration, answers one central service environment, we reduced SMAX streamlined integration with the existing are sourced from the community, enhancing our TCO, while increasing our service quality discovery solution. The team saves time and end user autonomy and reducing the workload and productivity.” reduces human errors when managing its dy- of their 250 agents. namic and complex infrastructure. Upgrades are automatic, providing instant access to “We use SMAX surveys for our continuous new features and resulting in reduced TCO. service improvement,” Mburu says. “SMAX NCBA teams are able to make basic workflow surveys provide valuable information from our changes themselves and execute requests users. The data collected is processed through that would have required 3rd party support in the smart analytics engine and enables us to the past. better align our services to the user’s expecta- tions and requirements.” 168-000779-001 | M | 03/21 | © 2021 Micro Focus or one of its affiliates. Micro Focus and the Micro Focus logo, among others, are trademarks or registered trademarks of Micro Focus or its subsidiaries or affiliated companies in the United Kingdom, United States and other countries. All other marks are the property of their respective owners..

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