Technical Collaboration: Enabling Closed-Loop Remediation
A leading bank in West Africa decided to automate the resolution of high impact technology and transaction failures to improve overall service availability, improve and sustain customer experience, and protect various bottom lines.
Business Objective: Automating High-Impact Failure Resolution
Following the successful monitoring of entire service flows and critical endpoints, the Nathan Claire team worked with the bank’s subject matter experts to enable closed-loop remediation (CLR) use cases. The CLR deployment performs horizontal and vertical dependency analysis of all components using AI to determine the root cause and trigger pre-approved workflows.
Use Cases: Technology and Business Impact
Some of the technology use cases addressed include provisioning of compute resources, stabilizing load processing times and restarting degrading services, remediating application security vulnerabilities. Supported business use cases include automated notifications to partners when 3rd party endpoints are failing or abnormal transaction patterns are detected, re-engaging churning customers, and reprocessing of customer transactions that failed for select reasons.
Continuous Improvement: Monitoring and Optimization
As BAU, the bank’s team continuously monitors the integrity and effectiveness of the remediation workflows, refining and delivering consistent period-on-period improvements in MTTR, service availability, responses to early warnings and overall transaction success rates.
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