Omnichannel platform implementation project
- Our client
- Leading universal bank in the CIS
- Context
-
- 5+ Digital Banks for customers
- 7+ front-end solutions for employees
- High cost of development/maintenance
- Slow T2M, ~2 months on average across digital channels
- Industry
- Finance
The Bank defined a strategy for the development of retail and corporate business, which could not be achieved with the Bank's existing IT solutions (Internet Bank for Individuals, Internet Bank for Legal Entities). The IT solutions were duplicated (inherited as a result of M&A transactions) and had a monolithic IT architecture. The logic of product processing and maintenance was part of the channels. The time-to-market indicators were extremely low (2 months), it was necessary to design a new architectural concept and build new digital channels for customers and employees from scratch.
End-to-end implementation of an omnichannel
platform starting from concept. Roles - Strategic
Advisor, Solution Developer
Key activities included:
- Assessment of investments required to build a platform and business impact (retail and corporate banking)
- Development of architectural standards for building a new
solution:
- Technology stack
- Service organization approach - description of domains
- Integration patterns
- Fault tolerance patterns, etc.
- Definition of the omnichannel service composition that can be reused by any digital channel
- Development of the solution architecture for the microservices created: component architecture, application software and infrastructure deployment scheme
- Development and commercialisation of all omnichannel services
The introduction of the omnichannel platform has had a significant impact on the customer experience and made the IT landscape more flexible and manageable
Key indicators:
Results
- 6 months
- MVP development
- ~60 to 14 days
- Time-to-market reduction
- 60%
- Increase of penetration of retail products into digital channels (baseline 25%)
- ~40%
- Reduction of all IT costs associated with front-end solutions (digital bank, employee front-end) by abandoning proprietary solutions and moving to open-source microservices architecture
