How DevOps Accelerates Digital Banking Response Time

By partnering with Accion, a leading omni-channel digital banking customer accelerated its first response time (FRT) SLAs to less than 5 minutes.

This client provides a comprehensive and powerful omni-channel customer engagement platform in the banking and financial sector. The platform streamlines and manages digital customer interactions across all channels. A modern, digital banking architecture is crucial in achieving swift time to market with digital touch points that customers will love. The client's product unifies functionality from traditional core systems and new FINTECH capabilities into a seamless digital customer experience, drastically improving customer channels.

Client was on a mission to help financial institutions create, manage and optimize secure omni-channel customer interactions. They needed a global product support team to service clients in various locations around the world. With this goal in mind, Accion partnered with the client to set up these product support team, utilize a global clock and adhere to stringent SLA for support tickets.

DEVOPS ACCELERATOR ENGINE

Accion first conducted an in-depth technical analysis of the client requirements. The next step was to create a highly skilled and fully cross-functional team with a lead and five senior software engineers working as full stack developers. The team started out by providing quick fixes, patches and bug fixes, as well as engineer code workarounds for mission critical issues. The team also provided on-demand active support during production release.

Throughout the project, Accion provided a 24/7 support service to meet the evolving needs of the client. Accion guaranteed response times with a geographically diverse team from Kuala Lumpur, Malaysia and India.

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