GlobalLogic Uses AIOps to Boost Customer Experience for a Large UK Bank
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Splunk
- IBM Tivoli Netcool/OMNIbus
Tech Stack
- AIOps
- Real-time Data Analysis
- Automated Alerting
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- System Integration
- Software Design & Engineering Services
About The Customer
The customer is a leading UK retail bank with multiple brands, serving over 14 million active customers. As a large corporate entity, the bank operates in a highly competitive financial services market, where digital transformation is crucial to maintaining a competitive edge. The bank's focus is on providing exceptional digital experiences to its customers, who increasingly prefer online banking and mobile apps over traditional branch visits. This shift in customer behavior has driven the bank to innovate and enhance its digital platforms to meet the growing demand for real-time financial management solutions.
The Challenge
With over 14 million active customers, the UK retail bank faced significant challenges in managing the vast volumes of data generated by its operations. The existing operational tools were inadequate to handle the surge in real-time events and transactions, leading to a lack of business and operational insight. This situation necessitated a solution that could provide real-time insights and automated alerting to optimize availability and performance, thereby enhancing the customer experience across all devices and channels.
The Solution
GlobalLogic collaborated with the bank to design and implement an AIOps solution aimed at gaining insights into system performance and addressing issues promptly to minimize customer impact. Leveraging GlobalLogic's expertise in AI for IT operations, the platform was developed to detect and flag anomalous behavior and potential failures in real-time by analyzing large volumes of operational and transactional data. The solution provided a comprehensive view of the hardware, network, storage, and application layers, offering decision-makers a single pane of glass to search, analyze, visualize, and act on insights. This holistic approach enabled the bank to track success and failure metrics across mobile and desktop platforms, ensuring a seamless customer experience.
Operational Impact
Quantitative Benefit
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