Our client faced significant challenges due to a lack of integrated capabilities, resulting in disparate systems of record and systems of insight across various lines of business.

This fragmentation led to inefficiencies, duplication of activities, and siloed applications, ultimately straining agility and negatively impacting customer service.

Many of the system interfaces were built on SOAP, which proved to be sluggish and inefficient in meeting future demands. This outdated technology hindered User Experience and reduced service value.

Meeting the growing customer demand with the existing production infrastructure and the absence of a robust mechanism to prevent system outages and trigger alerts hampered crisis management.

Poor crisis management practices adversely affected service timeliness, as teams were neither swift nor effective in handling system failures. Consequently, the quality of Customer Experience suffered, along with revenue prospects.