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.

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:

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:

RESOURCES

https://www.ust.com/smartops

https://www.ust.com/en/industries/financial-services