As a premium provider of Internet banking services, Absa recently invested in Mercury Interactive`s "ActiveWatch" as a means of ensuring that its large and dispersed client base experiences a reliable and high quality Internet experience.
ActiveWatch is a round the clock service that proactively identifies and pinpoints problems within even the most complex of Web sites and applications. Based on Mercury Interactive`s "Topaz", ActiveWatch accurately measures Web site user experience from various points around South Africa to ensure peak performance for Absa clients 24-hours-a-day, 7-days-a-week.
ActiveWatch monitors Absa`s service from three different aspects: Internet banking from an end-user experience; the Absa main site, to ensure that all areas are working correctly and that Reuters information is correctly updated; and dialup service use from seven points around the country - Bloemfontein, East London, Johannesburg, Cape Town, Durban, Pretoria and Port Elizabeth.
Henri Slabbert, General Manager of Absa Direct, says: "We chose Mercury Interactive`s tools because of their unique ability to replicate our end-user experience. Absa has a drive to increase customer satisfaction; it`s crucial that the free Internet service is of the highest quality, after all, free does not mean inferior.
"We actively monitor our Internet service and constantly benchmark it against two other providers of similar services to ensure that we lead the way. We are delighted that Mercury Interactive tools offer an extensive reporting capability. We are also pleased to report with absolute certainty, a certainty underwritten by Active Watch, that we are at the top of the graph in all aspects of our Internet applications. Mercury Interactive`s ActiveWatch is clearly able to point the way."
As part of ActiveWatch`s monitoring service, Absa can regularly obtain availability statistics and performance online as well as receive live alerts signalling performance difficulties and pinpointing problems before they are noticed by customers of the service.
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