NCBA Bank Kenya Halves its Issue Resolution Time with OpenText SMAX
Executive Summary
Following the merger of NIC Bank and CBA Bank, NCBA became the largest bank in East Africa by customer numbers, with over 35 million customers. The integration required connecting people and processes across a complex infrastructure with more than 120,000 configuration items, while maintaining a low TCO.
NCBA selected OpenText SMAX after a technical evaluation and worked with Timestamp Group as local implementation partner to deploy the solution in just six weeks. Building on standard workflows and ITIL principles, the organization halved its issue resolution time, reduced ticket volumes and improved both TCO and user satisfaction.
The Challenge
The merger between two market leaders brought the challenge of connecting people and processes across a newly formed organization. New technology was required to bring both worlds together, with IT and infrastructure needing to adapt fast to new services and to respond to business demands for better and faster customer engagement.
"The merger between two market leaders brought the challenge of connecting people and processes across a newly formed organization. New technology was required to bring both worlds together, with IT and infrastructure needing to adapt fast to new services and to respond to business demands for better and faster customer engagement."
Timothy Mburu, Head of IT Service Management, NCBA Bank Kenya
The Solution
Agile Migration in Six Weeks
After coming out on top in the technical evaluation, SMAX was implemented with Timestamp Group in just six weeks, realizing a very fast time to value. The implementation leveraged many out-of-the-box processes and rules, with only minor customizations, and introduced modern self-service and smart virtual agents that immediately reduced ticket traffic.
Service Catalogue and Process Management
Guided by the ITIL principles already adopted, the organization used standard SMAX workflows as a baseline to reshape processes and define a global IT service catalogue, with asset and configuration management and automated infrastructure discovery. Request Fulfillment, Incident, Problem, Change and Release, Service Level and Knowledge Management were all implemented.
Smart Self-Service and Mobility
The service desk receives up to 12,000 requests each month across a catalogue of 750 items. With smart ticketing, users describe an issue in natural language or attach a photo, and machine learning creates, categorizes and routes the ticket to the most suited agent. Social collaboration lets users source answers from the community, reducing the workload of the 250 agents.
Business Impact
Solution Scope
Resolution – 50%
Issue resolution time cut in half through automated workflows
Live in 6 Weeks
Agile migration from the legacy solution using out-of-the-box processes
TCO & Tickets
Lower TCO, reduced ticket volumes and higher user satisfaction
“Thanks to SMAX automated workflows, we have halved our issue resolution time and improved satisfaction levels. Our users are more autonomous and love the mobile interface for the service desk. By consolidating onto one central service environment, we reduced our TCO, while increasing our service quality and productivity.”
Timothy Mburu, Head of IT Service Management, NCBA Bank Kenya
The Client
NCBA Bank Kenya Plc was formed through the merger of NIC Bank, with a rich history in retail banking, and CBA Bank, a forerunner of innovation in the sector. It is the largest bank in East Africa by customer numbers, with over 35 million customers, headquartered in Nairobi, Kenya, and with regional presence in Tanzania, Uganda, Rwanda and Ivory Coast. Its offering spans from cutting-edge mobile banking to tailored investment solutions.
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