Case Study: Fortis Bank achieves €313,920 in benefits and ensures call centre reliability with Empirix Hammer On-Call

Fortis Ensures Call Centre Reliability and Gains €313,920 in Benefits With Empirix Hammer On-Call

Fortis, a leading European banking and insurance group with operations in over 50 countries, needed to upgrade its call centre infrastructure while ensuring it would remain stable and perform under peak loads. Because the call centre handles thousands of customer transactions daily, Fortis sought pre-deployment testing to identify vulnerabilities and avoid lost sales, customer churn or legal exposure.

Fortis engaged Empirix Hammer On-Call for managed load testing of IVR and call-centre infrastructure; testing quickly revealed capacity and connection bottlenecks that a technician fixed in 10 minutes. By catching problems before launch, Fortis avoided extensive troubleshooting, preserved sales and customer experience, and realized a net benefit of €313,920 (ROI 888%, one-month payback).

Fortis Bank

Arjan Zwanenburg

Manager, Application services, Retail