CHALLENGELorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

SOLUTION Lorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

BENEFITLorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

Banco de Credito del Peru Safeguards User Experience with Faster Troubleshooting with CA Technologies

CUSTOMER SUCCESS STORY

CUSTOMER PROFILEIndustry: FinancialCompany: Banco de Crédito del Peru Revenue: US$ 2.5 billion

BUSINESS Banco de Credito del Peru offers banking services to six million customers via 400 branches, 2,400 ATMs and 5,000 agents in Peru, Bolivia, Chile, the US and Panama.

CHALLENGE To achieve its goal of becoming the leading bank for effi ciency and risk management, Banco de Credito del Peru needed to proactively identify IT issues and maximise application performance.

SOLUTIONBanco de Credito del Peru adopted CA Application Performance Management to monitor the effi ciency of its applications and the end user experience; which means it can resolve issues before they impact user or customer satisfaction.

BENEFITThe bank has reduced the time needed to identify and resolve issues while gaining a holistic view of its applications. This minimizes the risk of potential incidents on the business.

BusinessPeru’s largest bank

ChallengeSafeguarding customer and user experience

“ We needed a way to discover problems before they impacted users.”Carlos Herrera CornejoManager of Infrastructure and IT Operations, Banco de Crédito del Peru

2 | CUSTOMER SUCCESS STORY: BANCO DE CREDITO DEL PERU

Banco de Credito del Peru is the largest bank in Peru and is part of the local fi nancial conglomerate, Credicorp Bank. It offers products and services for corporations, small business, individuals, institutions and investors. Its wholesale banking division provides business, corporate and institutional banking services and products, which include leasing, corporate fi nance, foreign trade and general business services.

The bank also provides a range of retail banking services such as mortgage loans, credit cards, savings products and solutions for SMEs, including revolving credit, fi xed credit, leasing and fi xed asset fi nancing. Its asset management solutions range from trust funds, custodial services and investment portfolio management to securities brokerage.

To deliver these services to its six million-plus customers, Banco de Credito del Peru relies on its 400-plus branches, 2,400 ATMs and 5,000 agents distributed throughout the country. It also has a subsidiary in Bolivia and branches in the US state of Florida, Chile and Panama.

At Banco de Credito del Peru, technology underpins a signifi cant portion of its banking products and services, making it essential for day-to-day business operations. To achieve its goal of being the fi rst choice for customers and a leader in effi ciency and risk management, Banco de Credito del Peru needed a reliable way to measure the customer experience, and to identify faults in its IT systems before they impacted users.

“The impact of an application outage is wide reaching: it affects the fl ow of banking operations, it blocks payroll processes, and it impacts the trust and satisfaction of customers and users,” explains Carlos Herrera Cornejo, Manager of Infrastructure and IT Operations at Banco de Credito del Peru.

Understanding the impact of an IT issue on the user or customer experience has always been problematic for the bank. “The process was manual and reliant on us asking questions and making inquiries. This lengthened the diagnosis process and increased anxiety among those affected. We needed a way to discover problems before they impacted users and to evaluate the end experience through the stability, performance and effi ciency of our applications,” Herrera adds.

To address the issue, Banco de Credito del Peru began the search for a solution that would help to detect issues quickly, assess the impact and scope accurately, and accelerate resolution and service recovery.

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3 | CUSTOMER SUCCESS STORY: BANCO DE CREDITO DEL PERU

After analyzing different solutions available on the market, Banco de Credito del Peru selected CA Application Performance Management. “The maturity of the solution and its versatility across different systems were important factors in our decision,” says Herrera.

The bank uses the solution to monitor its main service channels, as well as to deepen root cause analysis and speed up solutions when issues develop. “The majority of applications managed by the CA Technologies solution have complex architectures, with multiple interacting components including continuous 24x7 service requirements, where any disruption has a high impact,” comments Herrera.

CA Application Performance Management is used by approximately 20 employees, who oversee the application infrastructure in different shifts, managing its operation on dedicated monitors. In addition, there are between 15 and 20 team members who use the solution for resolving incidents and root cause analysis.

As part of ongoing monitoring, Banco de Credito del Peru uses data from the solution to feed a central console, from which a consolidated dashboard view of major applications and services is displayed. “Via a single dashboard, data from CA Application Performance Management provides a comprehensive view of the health of different applications and services,” notes Herrera.

Banco de Credito del Peru has unlocked a number of benefi ts since adopting the CA Technologies solution. Thanks to its versatility, it can be installed and confi gured to monitor different platforms, providing the bank with the capability to drill down to the root cause of an issue, and to fi x it, faster.

With CA Application Performance Management the bank also benefi ts from:

• Less time spent detecting and resolving problems affecting applications

• A unifi ed and comprehensive view of the health of applications for both stress tests and production operations

• Reduced impact of incidents on business

• Greater levels of customer and user satisfaction

• Faster service restoration.

“One of the most diffi cult aspects of monitoring and diagnosing IT problems is application performance, but with CA Application Performance Management, it can be done,” concludes Herrera. “The CA Technologies solution helps to reduce the impact of incidents on the business, allowing for services to be restored faster with less time spent resolving issues.”

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SolutionA single view of applications, services and customer experience

“ The maturity and versatility of the solution were important factors.” Carlos Herrera CornejoManager of Infrastructure and IT Operations, Banco de Crédito del Peru

Benefi tImproving application effi ciency

4 | CUSTOMER SUCCESS STORY: BANCO DE CREDITO DEL PERU

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CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live – from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit ca.com/customer-success. For more information about CA Technologies go to ca.com.

Copyright © 2016 CA, Inc. All rights reserved. All marks used herein may belong to their respective companies. This document does not contain any warranties and is provided for informational purposes only. Any functionality descriptions may be unique to the customers depicted herein and actual product performance may vary.

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