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Quintegra empowered a global bank to initiate proactive service level management through a centralized SLA system

The Client

The client is one of the leading global banks and has a strong presence in emerging markets. The client employs 38,000 people from 80 different nationalities in 950 locations in more than 50 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and the Americas. The client is listed in both the London Stock Exchange and the Stock Exchange of Hong Kong and is in the top 25 FTSE-100 companies, by market capitalization.

The Project

The client has a Common Business System (CBS) which acts as a data repository application containing customers’ data, running in all their office locations. This application had problems such as performance lag and needed modifications and enhancement for optimum performance. The client has certain obligations by way of Service Level Agreements (SLA) with its clients. The SLA covers quantitative aspects regarding the business and includes information on volumes, accuracy and timeliness. The client required a new system to be developed that would:

Provide metrics on volume, accuracy and timeliness
Monitor performance against the SLA
Cater to the complete reporting requirements of various elements
Make these reports available to clients as and when required

The client chose Quintegra on the basis of our rich experience in the banking and finance domain knowledge and as an independent developer of corporate & retail banking solutions. Using an agile development methodology, Quintegra partnered with the client in developing the new centralized SLA system which would meet business objectives.

Value Created

The client was able to establish track and measure service level performance and distinguish priority situations using the new system
The client was able to initiate proactive service level management by aligning services with business needs
The new system provided the ability to tract individual performance and commitments over any time period, including multiple, recurring periodic reviews
Through the new system, the client was able to generate the customized reports regarding customer data which were readily available, as and when required.
The system ensured customer satisfaction by delivering the speed and quality of service
The system provided constant performance monitoring through best-practice reports and predefined flashboards alerts to managers to take timely actions
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