Client: A major commercial bank in Malawi
Industry: Banking & Financial Services
Solution: Temenos T24 Support & Team Enablement
1. Overview
A full-fledged commercial bank in Malawi, providing a wide range of financial services to individuals, businesses, and public institutions, was struggling with the daily management of its core banking system. To improve stability and efficiency, the bank needed a partner to help resolve persistent issues and enhance the capabilities of its internal team.
2. Challenges
The bank faced two primary, interconnected challenges:
- Persistent System Issues: The bank was confronted with daily issues related to its core system, custom development requests, and necessary configuration changes that it struggled to resolve effectively.
- In-House Skill Gap: The internal IT team had limited bandwidth and a skills gap that hindered their ability to address the variety of issues across different system modules. The bank recognized the need to up-skill its team for long-term self-sufficiency.
3. Solution
ACS implemented a multi-faceted solution combining direct support with team development:
- Onshore-Offshore Support Model: ACS provided dedicated support services by deploying two consultants onsite to coordinate directly with the bank’s IT team. This onshore presence was backed by ACS’s Temenos Center of Excellence (COE) in Bangalore, which provided expert-level advice for more complex challenges.
- Comprehensive Knowledge Transfer: To address the skills gap, ACS instituted a comprehensive knowledge transfer program designed to up-skill the bank’s existing IT team, empowering them to resolve issues independently.
4. Outcome
The two-year engagement yielded significant improvements in both system stability and team capability:
- System Stabilization: ACS successfully stabilized the bank’s core system, ensuring that most of the daily recurring issues were resolved efficiently.
- Increased Team Efficiency: The knowledge transfer program effectively up-skilled the in-house IT team, increasing their efficiency and enabling a speedier resolution of issues without external dependency.