Case Study: Digital Bank and Services Company achieves faster issue resolution and SLA compliance with NETSCOUT nGeniusPULSE

Digital Bank Achieves User-Experience Goals

This U.S.-based, multi‑billion‑dollar digital bank serving 40 million customers with 17,000 employees and a global retail vendor network faced mounting pressure to maintain network availability and speed up incident resolution. IT was challenged by slow connections and poor performance in critical apps (CRM and Webex), an executive goal to resolve Priority 1 incidents within one hour, and the need to meet SLAs with third‑party retailers—issues amplified when thousands of call‑center agents began working from home.

The bank deployed NETSCOUT nGeniusPULSE with nPoint 3000 (hardware and virtual) alongside its nGeniusONE platform to run synthetic, path and business‑transaction tests, QoS baselining and SNMP monitoring across call centers, remote agents and retailer links. The solution enabled proactive detection and fast isolation of network, Wi‑Fi, or application faults, reduced mean‑time‑to‑resolution, cut Webex path hops by 60%, automated morning availability checks, and provided continuous SLA monitoring for third‑party transactions.