Case Study
90% retention, 6 functions, and 24x7 support—Transforming financial services operations
OUR CLIENT
A leading provider of financial services, this company has over three decades of expertise in delivering tailored personal and business lending solutions. Known for its commitment to responsible lending, it leverages advanced technologies to enhance service delivery and provide exceptional customer experiences, meeting the diverse financial needs of its customers.
THE CHALLENGE
Overcoming complex implementation and support challenges for single-customer view application deployment
The client faced significant challenges implementing its single customer view (SCV) application built on IBM master data management (MDM) solutions. A critical obstacle was the lack of a skilled team to manage the complexities of this vital project. Post-deployment, the client required comprehensive level 1, 2, and 3 operational support but lacked warranty coverage from IBM, making UST solely responsible for issue resolution.
Adding to the challenge, the SCV application was not tested in a live production environment. This uncertainty delayed stability assessments until several months after deployment, increasing the risk of encountering unforeseen, critical issues. To address these risks, UST needed to quickly assemble a specialized team capable of supporting the application and resolving complex technical challenges during the transition and stabilization phases.
By addressing these multifaceted challenges, UST ensured operational continuity to mitigate risks and lay a stable foundation for the client’s IT environment to scale effectively.
THE TRANSFORMATION
Seamless SCV transition and expanded IT services for operational excellence and growth
UST stepped-in with a team skilled in IBM InfoSphere MDM, DB2 database administration, and Red Hat Linux. By implementing a structured knowledge transition from IBM, UST ensured a seamless handover of responsibilities. To close skill gaps, UST provided targeted training on Infosphere MDM BPM Version 11.4 and established a backup layer of trained professionals to mitigate risks.
UST’s on-site architect collaborated with IBM to resolve critical issues, including identifying a system defect later acknowledged by IBM. This technical expertise solidified UST’s role as a trusted partner. Initially a time and materials engagement, the partnership expanded to a complete takeover of the client’s network and security operations centers. UST now provides 24x7 support with a dedicated 30-member team, ensuring operational stability and robust security.
The engagement evolved to include mobile app development, testing, and business intelligence, enabling the client to stabilize its IT environment and drive innovation. Today, UST’s comprehensive IT solutions empower the client to focus on strategic growth and transformation.
THE IMPACT
Driving efficiency, growth, and innovation through managed services and comprehensive IT solutions
UST’s long-term partnership transitioned from a resource augmentation model to a comprehensive managed services approach, providing the client with flexibility and scalability to adapt to evolving business requirements. Over four years, the collaboration grew to support three additional business units. Streamlined onboarding processes, aligned with strict legal and organizational guidelines, ensured seamless integration and compliance across operations. Key outcomes included:
- 90% team retention rate over two and a half years—maintaining deep domain expertise and operational continuity
- 24x7 onshore-offshore support—enabling rapid incident resolution and reducing system vulnerabilities
- 6-week deployment of the MDM team—achieving full productivity with minimal downtime
The client expanded its IT capabilities through UST’s center of excellence from one function to six critical areas, including cybersecurity, testing, and business intelligence. By transferring business-as-usual operations to UST, internal subject matter experts could focus on high-impact initiatives. This enabled the client to drive business transformation, enhance operational efficiency, and accelerate digital innovation.
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RESOURCES
https://www.ust.com/en/what-we-do/strategy-implementation-operations
https://www.ust.com/en/what-we-do/strategy-implementation-operations/scaled-operations