Case Study: Absa Bank achieves full digital-experience visibility and improved customer & employee productivity with Riverbed Aternity

South African bank improves customer and employee productivity and efficiencies with full visibility of Digital Experience using Alluvio™ Aternity from Riverbed

Absa Bank, one of South Africa’s largest financial institutions with 600+ branches, 5,000+ ATMs and over 4.4 million digitally active customers, faced limited visibility into customer journeys and internal processes. That gap made the bank reactive to issues, hampered its ability to isolate problems across applications, devices and infrastructure, and drove extended resolution times and disruptive War‑Room incidents.

To fix this, Absa deployed Riverbed Aternity Digital Experience Management across its employee estate, gaining a “40,000‑foot view” with the ability to drill down to individual user experiences. The platform delivered complete visibility, proactive alerts (e.g., identifying 1,800 failing laptop batteries), faster ATM and transaction workflows (including a five‑second print speed improvement), fewer War‑Room incidents, quicker resolution times and measurable gains in employee productivity and customer experience.

Absa Bank

Aston McDonald

Chief Information Officer Everyday Banking Physical Channels