MUMBAI: Red Hat, one of the leading
provider of open source solutions to the enterprise has announced the
successful migration of UTI Bank's critical Customer Relationship Management (CRM)
applications on the Red Hat Enterprise Linux platform. UTI Bank is a pioneer in
adopting new technologies in the banking sector.
Last year the Bank decided to set up a state of
the art customer call center to eliminate the load of routine queries that
branch operators had to handle. Also, a single window service with a populated
knowledge base would introduce a high degree of standardization in the replies
given to customer queries.
By selecting Red Hat Enterprise Linux to power
its infrastructure on low cost Intel servers, UTI Bank has received immense
freedom to dynamically scale up its resources as the call volume expands. It has
been one year since the call center has been up and running, and Red Hat
Enterprise Linux together with Red Hat Cluster Suite have delivered 99.99%
uptime so far, handling volumes of over 7000 calls per day.
Javed Tapia, President, Red Hat Indian
Subcontinent, says, "It is very encouraging to see Open Source technologies
finding their way into banks and their critical applications being migrated on
Open Source." He further adds, "UTI joins a whole host of banks who
have migrated to Red Hat Enterprise Linux and have seen a significant
improvement in performance and manageability coupled with a reduction in
operating cost."
VK Ramani, President-IT, UTI Bank Ltd., says,
"The scalability of Red Hat Enterprise Linux is unmatched. Our servers
handle close to 7,000 calls a day without any disruption in services. We are
expecting the call volume to increase by 200 percent within the next few months.
Customer service quality has shown substantial improvement with Enterprise Linux
driving our infrastructure. We are confident that Enterprise Linux will be able
to handle our growing call volumes effortlessly." Red Hat Cluster Suite
ensures the seamless transfer of services from one server to another.
As a result, the possibility of an abnormal
termination has been completely eliminated. The fail over configuration allows
the call center agent to have an "always connected" view of the
database. "Since the last 12 months that the project has been live, not a
single failure has ever been reported on the OS or cluster," claims Ramani.
"We are very pleased with the dedicated support provided by Red Hat",
adds Pritesh Thaker, Assistant Vice President. IT, UTI Bank, "In fact, it
was Red Hat's strong support expertise that enabled us to eliminate all concerns
surrounding Linux and take the Open Source plunge. It has been one year since
the call center has been up and running, and Red Hat Enterprise Linux has
delivered 99.99% uptime so far."
UTI Bank has been turned into an Open Source
believer after the success of its call center project. The bank has set the lead
for the hundreds of Banks that have customer support centers in the country to
follow. By running their CRM infrastructure on an open, standards based platform
like Red Hat Enterprise Linux, Banks can achieve significant TCO reduction along
with high performance and security.