Metrobank

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Metrobank - Optimizing infrastructure for operational efficiency

To strengthen the local banking and financial service infrastructure, the government deregulated the industry and opened it up and allowed foreign players to enter the market. This government initiative heightened the local business rivalry that led to numerous publicly announced consolidations and to rethinking and re-calibrating of business strategies for incumbent players to meet the new set and more formidable business challenges.

Some banks opted for operational efficiency, while others opted to acquire new technologies and optimize their current systems and infrastructure to support mission-critical applications. For the select few who had the resources and the financial strength, they chose to have both.

The latter was Metrobank's case.

Largest Bank

With over 800 branches throughout its network that includes subsidiaries, offices and international branches, Metrobank ranks as the country's largest bank today in terms of resources, deposits, and capital.

New operational challenges evolved to meet the demand of an expanded reach. In order for the expanded network, directly serving millions of customers through its CA/SA, ATM services, and other applications to deliver the expected and accepted customer service, all of the 800 branches' transactions have to be supported by a robust infrastructure with proven performance, reliability, and scalability. The same infrastructure must have availability assurance of 99.999%.

These high and demanding technical standards are required to keep the cost of delivering banking services to a minimum, thus allowing Metrobank's business to stay very competitive and viable.

With the very demanding requirement, the true test for a decision-maker's business acumen is his ability to appropriately decipher what solution is best among the numerous alternatives. Answers will have to be given to questions like what is the right technology needed? What are the appropriate applications that will be written to support the platform? And most important, who will do the implementation and maintenance, at the most cost-effective price, and comply with the tough service level criteria?

Proven Technology

Metrobank rolled out a nationwide data network anchored on TCP/IP technology. Although the network equipment was not originally purchased from Fujitsu Philippines, Inc., certified FPI network engineers provided complex second-level support for the more complex problems. Metrobank employed network engineers to provide first-level troubleshooting and maintenance in case of network faults.

The need to have a second-level support stems from the fact that any unexpected and prolonged disruption to the network will mean millions of pesos lost to Metrobank.

Mercedes "Ditas" Tioseco, AVP - Call Center Head, offered a broad overview on the Bank's CRM strategy. "We wanted to set-up an alternative service channel for customers to reach us. This came into fore when we built the Call Center. The CRM system enabled us to provide efficient and effective customer service support for BDO's eBanking and Phonebanking and market other Bank products and services and by doing so, we made our customer's banking experience with us extra convenient." She continued, "The roadmap is to have the Call Center evolve into a virtual Banco de Oro branch."

Mr. Tony Chua, First Vice President for IT, says, "Fujitsu Philippines provides us with the most cost-effective service option that meets exactly our business needs. Its people completely understand what business stakes are involved and they provide us with the most appropriate service solution. They have given us the most value for every peso we invested in our suppliers!"

The service instantly gives Metrobank instant access to the expertise needed to ensure the 99.999% availability of the network.

Specifically, FPI offered the following services:

• 8 x 5 Help Desk Phone Support
• Remote Support (Second-Level Technical Support by Telephone)
• Access to manufacturer's technical assistance center
• Operating System updates

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