A 122-year-old public sector bank owned by the Government of India collaborated with IonIdea-Dynatrace to enhance its application performance and provide a seamless digital banking experience for its customers. A pioneer in digital banking, the bank is known for its customer-centric approach, advanced technology, and innovative banking services, including internet banking, mobile banking, and digital wallets.
The bank offers its customers a wide range of banking and financial services, including retail banking, corporate banking, agricultural banking, and international banking. Its key products and services include personal loans, home loans, car loans, credit cards, savings accounts, current accounts, fixed deposits, and mutual funds.
Existing challenges:
The bank faced limited visibility into application performance, which affected conversion rates and required business teams to manually search for root causes of problems. The operations team also struggled to provide consistent performance, especially during peak times, due to a lack of visibility into software and hardware failures. Additionally, the development team required assurance on feature and functionality aspects.
The client required a solution that provided 360-degree monitoring of all its technologies, and maximized software performance and uptime, which would allow customers to access the application from anywhere and at any time.
Identifying Dynatrace as the most appropriate solution
- Dynatrace met the client’s need for monitoring capabilities, with its ability to notify the relevant teams regarding the issues concerning its services. This would enable the teams to investigate and resolve issues before they could impact the customers
- With Dynatrace’s cloud monitoring solution, the client could eliminate performance blind spots, gain better visibility into their environment, improve collaboration, and deliver greater business value through the consolidation of multiple monitoring tools that provide a single view from one dashboard, which would be accessible to the testing team, applications team, and infrastructure team.
- With Dynatrace’s full-stack observability, the client could monitor the performance of new digital banking services within the testing environment itself.
IonIdea's Dynatrace response:
- Enabled near real-time find and fix solution with the provision of complete visibility into the end-user journey.
- Minimized confusion and reduced turn-around time with the segregation of business and IT failures.
- Configured various alerts and incidents to alert the monitoring team for high prioritized issues and outages.
- Provided incident alerts in production to prevent issues from negatively impacting business operations.
- Reduced costs, improved efficiency, and eliminated speculation through the enablement of quick communication across teams.
Short-term and long-term results
- Identification of root cause of issues concerning external parties like local internet providers and content delivery networks.
- Elimination of time spent on troubleshooting and prioritization of tasks that improve customer service delivery.
- Optimization of applications and provision of seamless customer experience through stress testing under different traffic patterns.
In conclusion, the implementation of Dynatrace by IonIdea-Dynatrace helped the bank achieve its goal of delivering better digital banking experiences and enhancing customer satisfaction.
Experience complete customer satisfaction with the implementation of Dynatrace by IonIdea