Case Study
UST empowers leading Indian bank with 99.999% application uptime and significant operational improvements
OUR CLIENT
The client is a leading private sector bank in India and offers a wide range of services, including retail and corporate banking, with a strong emphasis on digital innovation. They also offer a diverse range of financial services in wealth management, and insurance. The bank has also expanded its international presence, serving clients in several global financial hubs. Its strategic focus on innovation, customer satisfaction, and financial inclusion has made it a key player in India's banking sector. With over 1,300 branches and 1,900 ATMs nationwide, they continue to be a key player in India's financial sector.
THE CHALLENGE
Reliance on manual testing delayed digitization, caused financial losses and customer dissatisfaction
The client embarked on a testing strategy to enhance its customer satisfaction. However, the bank faced substantial delays in its digitization journey due to a reliance on its manual testing processes. The absence of a dedicated testing team resulted in significant defect leakage in production, leading to both financial losses and customer dissatisfaction. Complex integrations and APIs caused poor application performance, while at the same time the lack of a proper documentation system made build deployment and version control difficult.
Testing cycles were long and inefficient, with no established process or standardized KPIs and metrics for testing. These issues caused a decline in the speed quality of the bank’s services, highlighting the need for a robust test automation strategy to reduce delays and improve the bank’s overall digital performance.
THE TRANSFORMATION
Implemented a global test center and TRUST Framework enhancing reliability and customer satisfaction
UST stepped in to address these challenges by implementing a global test center for banks and standardizing the client’s testing processes using its proprietary TRUST Framework for test process standardization. By automating key testing processes, such as API testing, system integration testing, and performance testing, UST ensured early defect identification and reduced the test cycle time. A real-time reporting dashboard was developed to enable transparency.
Leveraging the UST QE360 Platform for test automation, the bank achieved 85% automation coverage, while introducing mobile banking testing with PCloudy to provide extensive device coverage. This cloud-based device lab for mobile banking testing eliminated the need for physical devices thereby enhancing efficiency. The shift-left strategy, which enabled early involvement during requirements gathering, helped the bank identify defects, early in the development cycle. Additionally, root cause analysis of production defects and simultaneously social media feedback were used to refine testing strategies. This further improved the system reliability and overall customer satisfaction.
THE IMPACT
Improved business outcomes, increased application availability, and reduced test cycle times
The transformation led to impressive business outcomes for the client. Automated regression testing reduced test cycle times by 40% and achieved 99.999% availability of consumer-facing applications. These improvements reduced customer complaints by 30%, leading to a dramatic increase in customer satisfaction. By achieving zero critical defects in production, overall quality of services improved, resulting in a 20% increase in customers using online payment methods. IT support costs decreased by 15%, while test automation coverage increased to 60%, enabling the bank to streamline its operations. UST’s testing expertise and deployment of the global test center ensured flawless performance, established the client as a leader in the digital banking space, and demonstrated that UST’s quality engineering solutions can enhance operational efficiency and customer satisfaction.
RESOURCES
https://www.ust.com/en/ust-qe360
https://www.ust.com/en/industries/financial-services
Call to Action - https://www.ust.com/en/ust-qe360