CASE STUDY: Automation improves Bank Customer Satisfaction

CONTENTS

Background

Our client, a Tier 1 investment bank, was experiencing low customer satisfaction due to the quality of deliveries being inconsistent. A team architect was manually reviewing code, which added a resource dependency to the development process, and sometimes resulted in low quality releases – and subsequent poor customer service. The team wanted to increase quality, reduce their development cycle times, and remove dependency on a small number of key individuals in order to increase productivity across the team.

Summary

Customer satisfaction KPIs

Delivering for the Client

Technical Limitations

The development language used was not compatible with any out-of-the-box code quality validation tool. This meant that projects could not begin testing until the code had been approved for quality, often creating a slack period for developers and testers. Code sign-off was dependent on resources from other projects.

The Solution

The Sandhata team built a bespoke automated code quality validation tool, fully integrated with the client’s existing build automation processes. The tool is extensible and validation rules can evolve along with quality standards.
A major contributing factor to the project success was Sandhata’s understanding of lifecycle automation and Continuous Integration best practice. This ensured that the client achieved self-sufficiency and a long-term sustainable solution.

The result

The quality validation tool, integrated with the client’s existing build automation solution, made Continuous Integration possible and reduced the development cycle times. The team were able to reduce or eliminate any external resource dependencies during the development phase. The overall consistent increase in delivery quality resulted in a dramatically reduced operations workload and a tangibly increased level of customer satisfaction.