Sector: Banking 

Project: 24 x 7 Frontline Support of the SQL and Oracle Environment  

Head office: Johannesburg
Employees: The Bank is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 42 000 employees. 


The Bank was experiencing high call logs for issues in the SQL environment. The environments are currently disparate and are situated on different versions of the SQL such as 2000/2005/2008/r2/2012/2014. 

The number of calls logged are increasing without resolution and there was a urgent need for the resolution of the calls and the reduction of the issue list. 

The Solution: 

Nihka Technology provided the Bank with a 24 x 7 frontline support team to manage the SQL and Oracle environment. 


Optimisation of processes through automation 

Calls reduced by over 53%

Customer Experience increased by 62%

Resolution time decreased by over 56%