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The customer had outsourced IT maintenance and support service for the Internet
banking system to a global IT services and systems integration major. However, the
customer was concerned with the quality of services received. On one side the cost
of maintenance was placing the Internet banking business margins under constant
pressure, while on the other side the customer satisfaction ratings had dropped
to almost the lowest rating possible (2 out of 5).
ITC Infotech was brought in at this critical juncture to assuage this problem with
the objective to enhance the customer experience, system performance and reducing
costs on application maintenance of the web banking system application.
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