Leading Retail Bank Makes Mobile Pay For Their Customers
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Apteligent
Tech Stack
- Mobile App Development
- App Performance Monitoring
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
About The Customer
This retail bank has been a trusted name in banking for over 150 years. With over a thousand branches across several states, it is among the top 15 largest retail banks in the United States. Combining an expert service team, a 24/7 contact center, and robust online offerings, the bank prides itself on providing a top-tier customer experience. To bring their bank firmly into the 21st century, they knew that mobile banking would be a business critical part of their operations.
The Challenge
The bank wanted to create a mobile experience that would make banking convenient, quick, and compelling for their customers. The mobile banking landscape is a competitive and complicated one, with most institutions offering apps, so they had their work cut out for them. Providing a seamless and stable customer experience was paramount. However, a banking app is a complicated beast. Stringent security measures combined with a complicated technical backbone created a plethora of potential fail points. For instance, “mobile unavailable” messages plagued many customers. Because the bank couldn’t reproduce the app failure notifications, they were unable to diagnose the root cause of the issues. As an institution that always puts the customer first, the bank wanted to understand where failures were happening. To monitor the pulse of current performance and address any issues, the team needed real mobile app intelligence. In addition to standard features like Touch ID or Mobile Check Deposit, they also wanted to be at the cutting edge of the industry and deliver the innovations that customers were clamoring for.
The Solution
The bank needed a system that would help them better understand and report on their app. They set about their search for a cutting-edge tool that could give them detailed app intelligence while preserving customer privacy. After exhaustive research, they found only a few viable options that would fit their criteria. The ultimate conclusion reached in the decision making process centered on how the different solutions handled exceptions. Apteligent has a unique ability to trace the individual customer journey through the app and flag issues. Handled exceptions allows developers to track error conditions in an app, even if they don’t necessarily cause the app to crash. Using this information, teams could identify users anonymously (and any issues they encountered) without collecting any personally identifiable information. They decided that Apteligent was the right tool to get the job done.
Operational Impact
Quantitative Benefit
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