Case Studies
Bank of Montreal: Develop a Web-based help desk application
Project: Develop a Web-based help desk application
Technologies: PHP, JDBC, JSP, JDK 1.2, Oracle database, UNIX, Java, Solaris, Blowfish Cryptography, MD5 Encryption, SMTP, Keystone Issue Tracking
Services: Software Development,Software Interface Design,Testing & QA
Domains: Web Applications
Situation. Emfisys, the IT division of Bank of Montreal, wanted to tailor their issue tracking system to make it more responsive to the needs of the Help Desk support team. Emfisys required specific expertise in UNIX and in web-related technologies that it didn’t have on staff. Due to the sensitive nature of the information collected, Bank of Montreal required these transactions have encryption and security.
Solution. Macadamian created a UNIX service that encrypts and processes incoming customer information; decrypts and creates bug reports directly; and adds issues to the existing tracking system automatically.
Benefits. Macadamian eliminated the manual work of creating issues from customer information and reduced wait times for help desk calls. Shorter wait times help Bank of Montreal serve its clients and give them a satisfying user experience.
Corporate Profile. BMO Bank of Montreal is a member of BMO Financial Group, one of the largest financial services providers in North America. BMO Financial Group serves clients across Canada and in the Unites States through its Canadian retail arm, BMO Bank of Montreal, through its Chicago-based Harris Bank, a major U.S. mid-west financial services organization, BMO Nesbitt Burns, one of Canada’s leading full-service investment firms, and Harris Nesbitt, BMO’s U.S. investment operation.
