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Red Hat powers UTI Bank to gear up customer service

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CIOL Bureau
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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.

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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."

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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.

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