UK Retail Bank Enhances User Experience with Real-Time Payments Hub Monitoring
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- Splunk
- AIOps Solution
技术栈
- Real-time Monitoring
- Machine Learning
- Data Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 网络安全
- 预测性维护
- 远程资产管理
服务
- 数据科学服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
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