Case Study
Private bank’s large-scale process improvements strengthen the customer experience
OUR CLIENT
Our client is a major India-based private sector bank with more than 12,000 employees and several business segments, including treasury, corporate, and retail (among others).
THE CHALLENGE
Poor testing processes lead to lost business
When the client first engaged with UST, they were experiencing both business and technical challenges that were driving customers to choose competitors. Delays in launching new customer applications, frequent crashes, high production defects and poor UX were causing low levels of customer satisfaction. They lacked well-defined software testing processes, were experiencing high defect leakage, and did not have standard metrics and reporting mechanisms in place. Internally, a lack of integrated systems was causing inefficiencies in employee productivity. The client needed a strategic IT partner that could help them standardize testing processes and increase product quality while working to solve existing business problems and improve their competitive position.
THE TRANSFORMATION
Process improvements drive higher standards and new best practices
UST first worked closely with the client to understand their current testing processes and perform a thorough gap analysis. They then focused on establishing the client’s Testing Center of Excellence (TCOE) to both standardize current testing processes and implement new, innovative testing strategies. This was done in partnership with the client in four defined phases: Plan, Build, Operate, and Optimize. Throughout this process, UST worked with the client to develop key metrics and KPIs and created a dashboard for effective reporting.
UST also worked with the client on process improvements in areas outside of testing, especially related to their Project Life Cycle model. With buy-in from the client’s upper management, UST successfully implemented new best practices, process enhancements, and templates. These solutions were made even more effective through the client’s efforts to enforce them with all vendors in development and support areas.
THE IMPACT
Higher-quality products and an enhanced customer experience
By elevating the testing services to a TCOE approach, the client was able to reduce overall testing costs and standardize testing processes across projects. They experienced several significant performance improvements as a result, including a 40% reduction in the regression test cycle time, 70% automation coverage across all critical applications, and a 20% reduction of cost in quality by early defect identification. Work intake was streamlined across the board from business requirements to development to testing and final product signoff. Adoption of the right tools, practices, methodologies, and reporting mechanisms brought a higher standard of quality and practice across the organization and improved the overall customer experience.
EXPERTISE & RESOURCES
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Digital Transformation Services | Digital Technology Solutions - UST
Financial Services Technology Solutions & Transformation - UST