Case Study
UST SmartOps helped American mortgage processing NBFC resolve network issues 68% faster
This mortgage company had a complex NOC infrastructure after deploying many network monitoring applications and tools. UST implemented UST SmartOps and automated 96% of network-related service tickets, while 57% of tickets were automatically resolved using pre-defined rules.
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OUR CLIENT
Founded over a decade ago, this American non-banking financial company (NBFC) provides direct-to-consumer lending products and services. It handles more than 27,000 customers per month, has operations in all 50 states, and generates nearly $2 billion in revenue annually.
THE CHALLENGE
Bogged down by manual, time-consuming network operations processes
The company processes more than 300,000 loan applications per year. Given the complexity of processes, the number of systems involved, and the high transaction volume, the mortgage company used multiple tools in its network operations center (NOC) to monitor the health and performance of its IT infrastructure, applications, and devices. However, the various tools weren’t integrated, so they used different interface modes and generated a high volume of alerts. Because of this complex approach to network operations, NOC personnel had to research and resolve all incidents manually. This time-consuming approach led to SLA violations and high operational costs. The company wanted to streamline NOC processes to speed issue resolution and reduce costs.
THE TRANSFORMATION
Deployed UST SmartOps to streamline and automate NOC processes
UST deployed and integrated UST SmartOps an artificial intelligence (AI)-powered cognitive automation platform, to fetch and correlate alerts, apply decision logic, and automatically resolve and close tickets. UST:
- Created a single-pane-of-glass view—by using the iHub feature in UST SmartOps to capture and integrate alerts from the different monitoring tools. The increased visibility accelerated analytical insights to help NOC personnel make better decisions faster.
- Streamlined time-consuming processes—by assessing the relevance of issues and applying correlations to create ticket clusters based on common parameters. Then, we implemented rules-based automations to quickly close alerts for the same issues.
- Automated workflows with bi-directional ServiceNow integrations—that check alert priority levels, validate ticket assignment groups, and automatically resolve, update, and close tickets. The new processes have eliminated these repetitive tasks for the network operations team.
- Incorporated a human-in-the-loop mechanism—to alert NOC personnel that an exception needs to be evaluated and resolved by a person.
THE IMPACT
Accelerated average ticket resolution times by 68%
The successful project transformed the company’s approach to network operations management and helped the NOC team increase efficiencies and productivity, ultimately reducing operating costs. The UST SmartOps solution contributed to these results:
- 63% of alerts are suppressed—by applying correlations to weed out duplicate issues, dramatically improving productivity.
- 96% of network-related tickets are automatically created—using built-in rules and logic to identify network issues, so the NOC team can proactively resolve issues rather than waiting to be notified about problems.
- 57% of network tickets are automatically resolved—because of automated workflows, enabling network engineers to focus on more strategic projects.
- 68% improvement in average resolution times—creating more available loan systems and happier customers.