The Business Challenge
BPSO customers demand anytime, anywhere banking. They expect seamless,
personalised service in every branch, at ATMs, online, and when they use mobile banking
apps. They are tech-savvy and eager to find a new bank if their needs are not met. To
enhance the customer experience, stay competitive in the banking industry and avoid
attrition, BPSO sought higher availability of customer-facing applications.
“Our customer-facing applications are tied to online banking and tellers in our branches,”
said Piergiorgio Spagnolatti, Head of Infrastructure at BPSO. “If these applications aren’t
available, customers can’t access the data they need for online banking, and tellers can’t
access the data they need to serve customers. Application availability became a challenge
shortly after we began our digital transformation.”
BPSO’s digital transformation started with virtualisation. Application availability was
challenging because legacy backup couldn’t keep pace in a growing VMware vSphere
environment where data increases by 25 to 30 percent each year. Backup was so slow that
customer-facing applications could only be backed up once every 24 hours.
“We had to be able to back up customer-facing applications several times each day, not
just once a day,” Spagnolatti said. “Having more backups to restore from yields higher
availability. We couldn’t let poor backup performance dictate the bank’s Availability
policies. We had to improve availability, or we were going to lose customers.”
Getting to the bottom of customer attrition is a top priority for banks. In a global
consumer banking survey conducted by Ernst & Young, almost half of banking customers
opened or closed a bank account because they were dissatisfied with customer service,
which clearly illustrates how pivotal the customer experience is to banks globally.
The Veeam Solution
Veeam® Backup & Replication™ dramatically improved availability of the bank’s customerfacing
systems. Veeam delivers 24x7 Availability, enabling BPSO to improve the customer
experience and increase customer acquisition and retention.
“Veeam performance was a game-changer,” Spagnolatti said. “Veeam enabled us to shift from a
technology-driven approach to application availability (our only choice with legacy backup) to
a business-driven approach. Not only did we improve customer acquisition and retention, we
also lowered the cost of availability in terms of time and money.”
Veeam saves the bank nearly 200 hours each year in recovering critical systems, including
Internet access, enabling tellers to serve customers efficiently. Veeam saves thousands upon
thousands of Euros per year in backup storage because Veeam integrates fully with Hewlett
Packard Enterprise (HPE) StoreOnce and EMC Data Domain storage systems. Spagnolatti said
both provide excellent deduplication, letting BPSO store more Veeam backups in less space,
which lowers the total cost of ownership (TCO) of the backup infrastructure.
“Veeam provides additional business value that’s harder to measure,” Spagnolatti said.
“Veeam simplified our backup infrastructure and made it 100% reliable, giving us a
level of confidence we’ve never had before. And, Veeam made it easier for us to compile
regulatory compliance reports because fast recovery is a non-issue.”
Simplifying IT and making it more reliable is an essential task for any company that wants
to stay competitive. It’s also essential during digital transformation. No one knows this
better than Spagnolatti, who joined BPSO in 1995 before the bank had a data centre.
Instead, 15 physical servers sat next to his desk. Today, more than 1,000 virtual machines
(VMs) reside in two state-of-the-art data centres. Spagnolatti said he doesn’t worry about
Veeam backing up 250 TB of data because Veeam provides enterprise scalability.
“Veeam has supported our digital transformation efforts from the beginning,” Spagnolatti
said. “We consider Veeam Availability a function of our IT infrastructure, not something we
have to fine-tune along the way to get the outcomes we want. Veeam delivers the best
solution on the market.”
- Helps increase customer acquisition and retention
Veeam delivers 24x7 Availability of customer-facing applications that support online
banking, customer accounts and tellers in bank branches, which helps BPSO improve
the customer experience. Without 24x7 Availability, BPSO risked losing customers to
competing players in the market.
- Saves nearly 200 hours each year in recovery time; eases regulatory compliance
Veeam saves BPSO significant time in recovering critical systems such as Internet access,
which enables tellers in bank branches to serve customers efficiently. Recovery with
Veeam takes minutes. Before Veeam was deployed, recovery took hours.
- Lowers TCO of backup infrastructure
Veeam lowered the cost of availability because it integrates fully with HPE StoreOnce
and EMC Data Domain, which store more backups in less space.