4-page Case Study
Posted: 5/21/2014
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Kredyt Bank S.A Kredyt Bank increases efficiency and enhances customer satisfaction through centralization of IT

Kredyt Bank is a large, publically-listed consumer bank, which ranks as one of the ten leading banks in Poland. It currently has over a million retail customers and 20,000 corporate customers serviced through a network of 380 branches across the country. Looking down a path of continued growth, which included an increase in branches and employees, the bank decided to streamline and update its IT infrastructure. It opted to standardize workstation management tools and centralize IT management within the bank. Microsoft Services guided the bank through a deployment of Microsoft System Center Configuration Manager, helping them to streamline work done by internal IT, while also increasing transparency in IT resource management at Kredyt Bank.


 

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* The efficiency of the Microsoft solution is something we see day in, day out, while going about our routine everyday tasks. SCCM makes us quicker and more efficient in what we do and that is having an impact on our business results.” *

Piotr Michalowski
Support Team Manager
Kredyt Bank IT Department

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Business Needs

Kredyt Bank is an institution that offers a combination of innovation with a solid foundation in traditional banking. For years, it has been trusted by thousands of its customers, which has helped to strengthen its position in the Polish financial market. Kredyt Bank serves a diverse range of customers, with a particular focus on retail customers, as well as large and small to medium-sized enterprises.

Kredyt Bank customers can access financial products and services from wherever they are in Poland or abroad, 24 hours a day, 7 days a week via over 6,700 free ATMs, the bank’s KB24 electronic banking system, or its Call Center.

“Our bank’s goal is to meet our customers’ needs by building a lasting relationship with them, offering them the best and most competitive financial solutions, based on the latest technologies and provide total operational security,” said Mariusz Kaczmarek, Vice-President and Member of the Management Board of Kredyt Bank. “In 2010, Kredyt Bank deployed a new strategy, which—in addition to very precisely defined business goals—also made very clear reference to socially-responsible business practices. Since then, we have been changing our product range, services and processes, to make customers feel that they are treated as partners who can count on our support in every situation”

Looking down a path of continued growth, which included an increase in branches and employees—and therefore a higher number of computers—the bank decided to streamline and update its IT infrastructure.

“We did not have a tool to centrally manage our IT environment, which meant that we did not have a totally complete picture of our IT resources. We did not know how our hardware was being used,” said Piotr Michalowski, Support Team Manager, Kredyt Bank IT Department. “It is difficult to accurately determine the number of workstations and laptops in any given location based simply on data collected manually,”

Kredyt Bank also lacked an effective software distribution tool, including one that could be used for the distribution of security updates. Software inventories were being carried out using start-up scripts, which caused the system to become heavily overloaded and resulted in long computer start-up times. Additionally, if users experienced problems, the IT department had no precise information on the configuration and applications installed on any given device. As a result, it was very time consuming to address users’ needs and solve existing problems.

“Executing the scripts and installing one new program on all our workstations sometimes took us up to three weeks,” said Michalowski. “Similarly, without a tool to centrally manage our IT resources, or even just our licenses, we were having to prepare everything in Microsoft Office Excel.”

Solution

Kredyt Bank engaged Microsoft Services to deploy Microsoft System Center Configuration Manager (SCCM), help them create an inventory of existing workstations, standardize them and create of a consistent environment for information management.

“Prior to choosing a supplier, we conducted a pre-deployment analysis. We considered what our real needs were, specified what programs we wanted to use and what we wanted to do with the new solution. We looked into several possibilities, but SCCM provided all the functionality we needed at an attractive price,” said Michalowski. “Other factors weighing in favor of the System Center solution were the positive references it received, and the fact that our organization has a long history of working on Windows systems so we wanted our standardization tool to come from the same supplier to guarantee maximum compatibility.”

In preparation for the deployment, Microsoft Services developed a configuration that would ensure a smooth, secure transition while maximizing system performance based on Kredyt Bank’s unique environment and specific needs.

“The whole project lasted nearly two months, including nearly one and a half months to prepare the environment. In a large corporation, introducing even the slightest change requires agreement among many different entities, to be sure that other systems will continue to function without disruption, and that customers’ data is kept safe,” said Kaczmarek.

The deployment itself was divided up into two stages. Server implementation and functional configuration was completed first, followed by the full transition of nearly 5,000 workstations for internal users. The deployments were carried out continuously around-the-clock. While users were at work, the number of installations was restricted to 60 computers per hour. After two weeks, the new system was up and running on 92 per cent of the workstations. The Microsoft System Center Configuration Manager (SCCM) solution was implemented by a project team consisting of experienced consultants from Microsoft Services and Kredyt Bank employees responsible for Workstation development. The project team worked together with various teams from Kredyt Bank during the deployment, and this close cooperation resulted in a project duration significantly shorter than initially expected.

As a result, Kredyt Bank achieved their goal of centralizing IT resource management on one central server with a single point of access. All of the resources in 380 remote bank branches were connected to a management point at Head Office. In addition, separate software distribution points were set up, with one specifically for resources at Head Office, and another for the remaining resources at geographically remote sites.

“We are delighted that a financial institution as large as Kredyt Bank has placed its trust in Microsoft at two levels – not only by selecting its System Center solution, but also by entrusting the task of implementing it within its organization to a team from Microsoft Services. Customer satisfaction is a top priority for us, so it makes us all the more satisfied to know that the project goals were met, and that the Kredyt Bank IT team now has the inventory data for all its workstations available in one place and can easily manage its IT infrastructure.” says Pawel Jakubik, Sales Director for Enterprise Class Solutions for the Financial Services sector at Microsoft Poland.

Benefits

Within just two months, Kredyt Bank was able to standardize its tools for managing 5,000 workstations across its entire organization. Microsoft Services guided the bank through a deployment of Microsoft System Center Configuration Manager, helping them to streamline work done by internal IT, while also increasing transparency in IT resource management at Kredyt Bank.

“Within two months of deployment of System Center, the team responsible for the development of software for workstations prepared 49 update packages, ran over 70,000 installations on workstations, removed nearly 700 remaining instances of unused software, installed over 150 updates for Microsoft Office products and made a range of other changes to user profiles. In addition, the software update process was also up and running successfully. We estimate that we would have had to employ at least two additional members of staff to accomplish these tasks without System Center. It is also worth noting that some of the tasks performed were of a preventive nature and eliminated a potentially large number of support requests that might otherwise have been submitted to the Contact Center,” said Michalowski.

Since Microsoft Services deployed System Center, Kredyt Bank has new capabilities to compare its current level of IT resources with the actual needs of its organization in order to optimize the numbers of computers, applications and licenses. This allows for significant long-term cost reduction. The IT department also has access to information about which computers employees are using and what the hardware parameters are in order to resolve problems quickly. In addition, because fewer IT people are required for ongoing maintenance of the environment, employees can now be committed to working on projects of more strategic importance for the whole organization.

“In the near future, we also plan to upgrade our workstations to Windows 7 and we want to use SCCM to do this. It will allow us to reduce costs associated with the time needed to configure workstations for users and we can keep the amount of software installed to a minimum. Along with the deployment of Windows 7, we also want to start a comprehensive process of verifying the software used on workstations, and uninstall any unused software automatically after three months,” said Michalowski.

The solution has made it possible to conduct inventory of hardware, hardware components (e.g., processors, memory, and disks), and software programs and access information within the scope of use of a given workstation. An SCCM agent, which cyclically inventories workstations, has been installed on every computer. Independently of whether the computer is on the company network or not, data is updated according to cycles specified in the schedule and distributed to the desired point of delivery. That way, the administrator immediately receives information about what specific action needs to be taken on which computers and can order this action remotely. As a result, software updates, including security updates, can also be carried out remotely, without the need for additional employees to be involved.

Microsoft Services and SCCM also made it possible for Kredyt Bank to prepare for the standardization of workstations, which required a full inventory and accurate information about the environment. The IT department now has integrated information resources that can be updated on a regular basis, giving them greater control over resources, and providing transparency with regard to optimization.

“The efficiency of the Microsoft solution is something we see day in, day out, while going about our routine everyday tasks. Last week, we received a request from the security department concerning the number and type of CD/DVD burners installed on workstations within the organization. Not so long ago we would have had to check back over all our invoices or prepare the appropriate scripts. However, thanks to this solution from Microsoft, we were able to provide them with the information they needed within less than an hour. I think that example speaks for itself. SCCM makes us quicker and more efficient in what we do and that is having an impact on our business results,” Michalowski added

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Solution Overview



Organization Size: 5500 employees

Organization Profile

Kredyt Bank is one of the largest organizations in European banking. It currently has over a million customers serviced through a network of 380 branches throughout Poland.


Business Situation
Kredyt Bank lacked an effective software distribution and resource management tool. Inventories and batch installations of software were being carried out using start-up scripts, which was causing the system to become heavily overloaded, resulting in long start-up times.

Solution
Kredyt Bank engaged Microsoft Services to implement an infrastructure management solution based on Microsoft System Center Configuration Manager (SSCM). This new solution helped the bank to create an inventory of existing workstations and standardize them to create a consistent environment for managing information.

Benefits
  • Optimization and better management of IT resources enabling long term cost avoidance
  • Time saved through new channel for software distribution and updates
  • Expedited Response time to customer enquiries which improved client satisfaction
  • Standardization of software installed on workstations throughout the organization

Software and Services
  • Microsoft Services
  • Microsoft System Center Data Protection Manager 2010
  • Microsoft Consulting Services
  • Datacenter
  • Client Solutions - Flexible Workstyle

Vertical Industries
  • Banking
  • Capital Markets/Securities

Country/Region
Poland

Languages
English

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