# Rabobank to monitor the real-time experience of every customer and user for all services
Author:  Pal Sinha, Barnali 
Author URL: https://financedigest.com/author/pal-sinha-barnali
Published: 2017-09-14
Category: BANKING
Category URL: https://financedigest.com/category/banking
Meta Title: Dynatrace teams up with Rabobank to revolutionise digital
Meta Description: Discover how Dynatrace's application performance monitoring solution is helping Rabobank optimise user experience and achieve a 9+ customer rating.
URL: https://financedigest.com/rabobank-to-monitor-the-real-time-experience-of-every-customer-and-user-for-all-serviceshtml

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_Application performance monitoring solution from Dynatrace to support DevOps vision and capture complete customer journey_

Digital performance management company, [Dynatrace](http://www.dynatrace.com), today announced that it is working with Dutch multinational banking and financial services company Rabobank. The partnership supports Rabobank’s vision to centralize and optimize company-wide application performance monitoring to future-proof customer experience. The Dynatrace platform will monitor the real-time experience of every single Rabobank customer and employee when they use any of the bank’s services. As a result, the bank will be able to optimize the experience of [every individual](https://www.financedigest.com/insurance-that-every-individual-needs.html "Insurance that every individual needs…") user journey.

As [internal and external users become increasingly reliant on applications and services to go about their day](https://www.financedigest.com/bloom-uk-celebrates-500-new-members-as-it-looks-ahead-to-international-womens-day-and-launches-its-2022-mentoring-scheme.html "Bloom UK celebrates 500 new members as it looks ahead to International Women’s Day and launches its 2022 mentoring scheme"), they have become more impatient with poor performance. Like many other sectors, banks are having to undergo major digital transformation projects and Rabobank has set its sights high – a long-term goal of a ‘9+ [customer experience](https://www.financedigest.com/insurers-ready-to-fight-back-against-poor-customer-experience.html "Insurers ready to fight back against poor customer experience") rating’. To achieve this, it required a [solution capable of monitoring](https://www.financedigest.com/the-patient-monitoring-handheld-solutions-market-to-be-constructively-capsized-by-the-digitization.html "The Patient Monitoring Handheld Solutions Market to be constructively capsized by the digitization") all touchpoints and interactions across its full IT stack – from mainframe to mobile. This was critical, as ensuring they have continuous insight and availability is now a must have requirement from the business.

“In this digital age, the [end user dictates which channels and applications](https://www.financedigest.com/industrial-magnetrons-market-competitive-growth-strategies-based-on-type-applications-end-user-and-region.html "Industrial Magnetrons Market Competitive Growth Strategies Based on Type, Applications, End User and Region") are used for transactions and interactions. For example, one day a customer might use the smartphone app to transfer funds to a friend; the [next day they use a desktop browser to access their online banking; and the following day they may even visit a physical high-street location to enquire about a new financial service,” explains Hans van der Net, service owner of monitoring, IT and data at Rabobank](https://www.financedigest.com/explainer-why-is-bank-of-england-acting-again-what-next-in-the-uk-crisis.html "Explainer-Why is Bank of England acting again? What next in the UK crisis?").

“The point is, we need to monitor each and every one of these [interactions to ensure we are delivering the most consistent and best customer](https://www.financedigest.com/ai-will-power-95-of-customer-interactions-by-2025.html "AI will power 95% of customer interactions by 2025") experience possible,” he added.

When Rabobank looked to introduce its new ‘customer first’ corporate philosophy, its approach to performance monitoring needed to change. Because IT resources are used to run multiple business processes, tracking each individual transaction through various applications and infrastructure layers became critical.

“Every department of Rabobank was running its own APM solution, which meant we had quite a disjointed response to performance problems. Not only did we lack complete visibility of every user, we didn’t know which performance issues were [impacting customers](https://www.financedigest.com/impact-com-fiscal-year-h1-2021-1-5b-valuation-150m-in-funding-bigcommerce-integration-69-customer-growth.html "impact.com Fiscal Year H1 2021: .5B Valuation, 0M in Funding,  BigCommerce Integration, 69% Customer Growth") the most, why, and how to remediate them. With Dynatrace, we can see every user, across every application, anywhere in our digital ecosystem. This is what makes it possible to be truly proactive, and will [push us towards our goal of a 9+ star rating](https://www.financedigest.com/central-banks-ease-off-on-rate-hike-push-in-october.html "Central banks ease off on rate hike push in October").

“On top of amplifying the [customer experience](https://www.financedigest.com/is-your-customer-experience-exceptional.html "IS YOUR CUSTOMER EXPERIENCE EXCEPTIONAL?"), Dynatrace will play a crucial role in supporting our DevOps teams – they’ll be able to anticipate how software updates will impact users ahead of time, or catch issues early on so they can roll back and fix these rapidly with minimal effect on customers,” Van der Net concluded.

Rabobank plans to significantly increase its DevOps teams over the next 18 months to meet [growing customer and industry demands](https://www.financedigest.com/growing-transportation-industry-is-driving-demand-for-aluminum-sheet-market.html "Growing Transportation Industry Is Driving Demand For Aluminum Sheet Market") for new, innovative applications and improved functionality. As such, Dynatrace’s experience in DevOps and microservices was a key differentiator for Rabobank.


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