Case Study: ING Direct Italy achieves 28% faster issue resolution and €100K annual IT savings with Quest Foglight

Online bank enhances customer satisfaction and IT efficiency

ING Direct Italy, the online retail arm of global bank ING serving 1.5 million customers, needed to guarantee a superior web and mobile banking experience while keeping IT costs under control. Facing intense competition, the bank sought enterprise-wide application and user-experience monitoring to detect and resolve performance issues faster and make its infrastructure and operations teams more efficient.

After evaluating vendors, ING Direct Italy deployed Quest Foglight to proactively monitor applications, infrastructure and user workflows. Foglight cut mean time to resolution by 28%, raised same-day resolution of Critical/High issues to 90% (from 70%), reduced reopened incidents by 23%, improved customer satisfaction from 3.7 to 4.2, and is expected to save about €100,000 (≈US$129,000) annually while extending visibility to marketing and mobile teams.

ING Direct

Andrea Cioffi

Head of IT Services