My humble opinion in
case of finacle server failure is to sit quite and do nothing until that time
server is fully restored. But who will care my opinion? Our administration has
come with a solution for these situations. They call it Business
continuity plan (BCP).
For information
regarding BCP and what you have to do while finacle is slow or completely down
please refer to the actual SB order 02/2016 by clicking here.
In this article we will
tell you what can we do without causing trouble to customer and losing
business. At the same time not causing trouble to the counter staff.
When Finacle is slow what you should do?
When finacle is slow you
will get errors like "Could not get response from server",
"Processing" or the screen just hangs.
In these situations you
can do transactions but you should be very careful and have very high patience
levels.
Do not open the accounts
when server is slow. Wait until server restores to its normal speed. It will not be
slow forever. It will become normal soon. After server is normal open the
accounts.
While doing deposits of
SB, PPF, SSA you should be careful. After clicking the submit button while
doing a deposit transaction if you get "could not get response from
server" DO NOT CLICK submit again and again. 99% that transaction will
have taken place. Check HFTI menu or HACLI to see if the transaction is completed
or not. If you feel the transaction is not taken place, don't do the
transaction again immediately. Wait for some time and check HFTI and HACLI
again. Only if you are 100% sure that the transaction has not taken place, do
the transaction again.
For withdrawals or
closures we don't have any such problems. Once the withdrawal is taken place in
case of HTM transactions further withdrawals it won't allow. Even in case of
closures once the account is closed, if you try closing again system will show
an error. In case of SB withdrawals be a little careful and check if the
transaction has taken place or not.
When Finacle is completely down, What you should
do?
The best thing to do is
sit down quietly. But that will not help our business. Then what we should do?
As we all know customer is King, pleading the merciful king to wait is the best
option. Don't tell the customer that server is down come tomorrow, come next
week, come next year and all that non sense. Will you go to any restaurant
again if they make you wait for 2 hrs to give you a glass of water? Or after
giving order and waiting for 1 or 2 hours if they say stove is not working
please go to other hotel, how do you feel? Its our mistake that the server is
down. We should help our customers to complete the transaction. Lets see what
we can do.
In case of withdrawals.
This is the most
difficult part. We cannot give the withdrawal without checking the balance and
signatures. Then what we can do? First politely explain the situation to the
customer. 90% of the customers will agree to our explanation and will wait or
come again next time. But some of them will need money in emergency cases. Take
their passbook along with voucher and take their contact number. Finacle will
work for at least 5 minutes in 1 hour even if it is dead. So try to complete
the transaction at that time. Or tell the customer that you will call him after
the transaction is complete. But giving blunt replies will not help anyone.
In case of Deposits
In case of deposits
simply accept the transaction. Take the amount, voucher, passbook and phone
number. Make an entry in the passbook and send him. Tell the customer that you
will complete the transaction after the server is restored. 99.9% customers
will not object for this. If there is any discrepancy you can call the customer
and inform him that you did not complete the transaction because of XYZ reason.
Even then the customer will not be angry with you. Try it , it really
works.
In case of account
openings
In case of account openings,
clearly tell the customer that server is down and you will open the account if
server allows on the same day or you will open the account on the next day.
Since you have expressed the difficulty, customer will not object to the
situation. 99% of customers will accept for this. Take the application , give
the customer a receipt and customer will be happy. You can open the account
after server is restored.
In case of account
closures
Same as case of account
openings clearly tell the situation to the customer. Close the account if
server is restored on same day or close on the next day.
Customers will object if you bluntly refuse to accept the transaction and they will start fighting. But if you explain them the situation and accept the transaction , then even if you take 2 or 3 days time they won't object and come again to complete the transaction.
We should be friendly
with the customers. Its our fault that the server is down. You may thinking
that its Infosys' fault. But to the customer its our fault only. We
should not let customers think bad about our 150 year old organisation. India
Post is our mother and father. We shall not let the honor of our department
fall by any standard.
So this is what you can
do in case of Finacle server issues. Please tell your views or opinions by
commenting below.
Please note: Its our
personal opinion not to use BCP menus. Its your choice to use or not to use.
The decision is yours and not our fault for any consequences.
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