Nabil Bank, Nepal’s first private sector foreign joint-venture commercial bank, is a pioneer in modernizing the country’s financial sector. From introducing computerized banking to launching sophisticated digital services, the bank has consistently led innovation over four decades. 

To lead the next chapter of Nepal’s digital banking revolution, Nabil Bank envisions new standards for customer-centric, tech-enabled financial experiences. The bank serves millions of customers daily across a widespread network of branches, ATMs, and POS terminals. But to keep pace with rising digital demand, Nabil Bank sought greater visibility into its applications and systems to ensure seamless customer experiences and reliable services. 

A Trusted Foundation for Application Observability 

Nabil Bank’s goal was to modernize its banking operations by leveraging advanced technologies with a strong focus on operational insight to support. Its digital transformation included:

• Enhance Customer Experience (CX): Deliver personalized, seamless, and accessible digital banking services. 
• Strengthen Operational Resilience: Build resilient and secure operational frameworks. 
• Ensure Regulatory Compliance: Meet stringent regulatory requirements with agility and transparency. 

These goals were part of a broader strategy to position Nabil Bank as a future-ready, tech-driven financial institution. 

Building on its two-decade relationship with IBM, Nabil Bank chose to deploy IBM Instana to solve their need for a robust observability solution. This marks the first-ever deployment of IBM Instana in Nepal, positioning the bank as a pioneer in banking technology transformation and reinforcing its commitment to delivering resilient and high-performing digital services to its customers. 

Thakral One Nepal, an IBM business partner, implemented the solution to meet the bank’s requirements for enterprise-grade monitoring, automation, and AI-powered insights. With IBM Instana, the bank significantly enhanced its capabilities for end-to-end visibility across its entire application ecosystem. This advancement marks a major step forward in strengthening service reliability, operational efficiency, and customer experience. 

Sushil Bhattarai, Chief Information Technology Officer, Nabil Bank said, "IBM Instana has empowered us with a comprehensive, real-time view of our entire application ecosystem, which is vital for ensuring uninterrupted banking services. This enhanced visibility not only elevates the customer experience but also drives greater efficiency throughout our banking operations. Our experience with IBM has been excellent - their expert support ensured smooth implementation and alignment with our digital transformation goals.”

Driving Tangible Value for Nabil Bank 

The deployment of IBM Instana is expected to deliver multiple benefits, including: 

1.  Real-time, end-to-end visibility across its application ecosystem. This empowers IT teams to proactively detect and resolve issues before they affect customers, ensuring stable and reliable banking services. 
2. Comprehensive application observability has optimized incident management and shortened response time. Automated root cause analysis and anomaly detection reduce manual intervention, enabling team members to concentrate on strategic initiatives rather than routine firefighting. 
3. Continuous performance monitoring is designed to deliver faster, smoother, and more personalized digital interactions. As a result, customer satisfaction and engagement across digital channels have significantly improved. 

“Our engagement with Nabil Bank exemplifies how observability can transform banking operations and deliver real business value. Together with Thakral One, we are helping Nabil Bank lay the groundwork for enterprise-wide deployment of trustworthy AI and automation,” said Samit Shetty, Country Leader, Automation Platform, IBM India & South Asia.

By deploying IBM Instana SaaS, Nabil Bank is not only strengthening its operational backbone but also creating a foundation for hybrid cloud-enabled observability. The AI-driven insights from IBM Instana will support the bank’s broader digital journey, enabling faster innovation while ensuring reliability and compliance in a highly regulated sector.