UK Retail Bank Enhances User Experience with Real-Time Payments Hub Monitoring
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Splunk
- AIOps Solution
Tech Stack
- Real-time Monitoring
- Machine Learning
- Data Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- 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
- Cybersecurity
- Predictive Maintenance
- Remote Asset Management
Services
- Data Science Services
- System Integration
About The Customer
The customer is a leading UK retail bank with over 14 million active customers. The bank is focused on providing a superior online and app-based banking experience, aiming to differentiate its services and win market share. It operates in a highly competitive financial industry, where protecting customer data and delivering secure online experiences are paramount. The bank is committed to adopting modern technologies to enhance its operational capabilities and customer satisfaction. It seeks to leverage data and monitoring tools to gain insights into customer experiences and improve service delivery.
The Challenge
A leading UK retail bank faced challenges in gaining a comprehensive view of customer experiences across multiple devices. With over 14 million active customers, the bank needed real-time monitoring of events and transactions to support a new Strong Customer Authentication (SCA) stack. The bank was responsible for rolling out a new service to call the SCA stack for authentication, with a tight timeframe for implementation. Existing monitoring tools were inadequate for operational needs, leading to increased mean time to repair (MTTR) during investigations.
The Solution
GlobalLogic was invited to implement an AIOps solution for the bank, providing a holistic view of end-to-end services around payment monitoring. The solution involved integrating multiple tools and utilizing Splunk software to monitor, search, analyze, and visualize real-time and historical machine data. Personalized dashboards were created for operational and product owner views, offering business insights and customer analytics. The solution included indexing web and mobile applications for real-time event and transaction data. This enabled the bank to monitor success and failure metrics by brand and device, supporting operational teams and product owners in decision-making. The AI and ML-enabled tools facilitated the smooth rollout of new features, including live monitoring of the SCA stack and online services in lower environments before deployment.
Operational Impact
Quantitative Benefit
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