With observability applications based on Dynatrace technology, the bank benefits from automated AI-powered analytics, ensuring cost reduction and increased agility.
São Paulo, March 2023 – In an increasingly digitized world, process agility and security are market demands, especially when it comes to financial institutions that need to offer agile solutions and excellent customer service. With the goal of improving its observability practices, Banco Modal, a comprehensive financial well-being ecosystem, established a partnership with Scala, a Stefanini Group company specializing in Processes, Analytics, and Artificial Intelligence. Through Dynatrace technology, the bank’s operation was improved to ensure even greater efficiency and security for its customers.
Approaching its two-year anniversary in April, Scala’s project covers all of the company’s critical applications and services, such as internet banking, investments, and PIX (the Brazilian instant payment system), and is operated by the Banco Modal team. The solution provides indicators and automated analysis powered by artificial intelligence, reducing the dependence on human escalation, impacting processes and ways of working. By observing the client’s different technologies in one system, the solution facilitates communication between teams and provides accurate indicators to support decision-making.
Dynatrace offers benefits such as data-driven cooperation, providing accurate information to understand the relationship between the impact of technology on the business and the quality of service. In addition, it allows the business team to rely on the experience of consumers, while the infrastructure team can have a broad view of overall health, with specific metrics for each technological layer, which are crucial for day-to-day operations. Another highlight is the clear view for operation, enabling the quick and accurate identification of where problems are occurring and which services are being impacted. In this way, it is possible to ensure that Service Level Agreements (SLAs) and other performance indices crucial to the quality of customer service are met.
“We are pleased with the partnership with Banco Modal and with the benefits that the solution brings to transforming the way IT works,” says Danielle Franklin, Director at Scala. “With a more accurate understanding of the data, fewer performance incidents, and faster resolution times, teams can improve efficiency and ensure excellence in the service provided,” she adds.
For Banco Modal, contracting Scala’s solution was motivated by the need for effective monitoring of the infrastructure environment. As a result, the institution adopted a new approach to incidents, making use of Dynatrace to ensure complete observability of the environment, making it possible to identify from the outset the first minimum percentages of failures and changes in the response time of services, even indicating which server is being affected.
“Dynatrace has proven to be a valuable tool not only in incidents but also in other areas. We were able, for example, to identify bottlenecks in applications and systems, allowing them to be refined before deployment into production. We use it to monitor the performance of APIs, where a response time was detected that could be improved. The development teams were called upon and prioritized this optimization, resulting in a 30% improvement in API performance in one month,” comments Edgar Zattar, Director of Technology at Modal.
With the use of the solution, the institution achieved several other positive results. There was an improvement in the bank’s availability indicator, due to the easy visibility of the dashboards and the accurate action even before the incident occurred. In addition, developers can directly view application logs without having to request calls to other teams. There are also health check panels of the main services of the bank’s environment and synthetic monitoring, which allows identifying error screens in systems even before user signaling.
To learn more, check out the testimonial from Edgar Zattar Dominoni Neto, Director of Technology at the bank, and see how our service is being essential for the company in the financial segment to improve its operations and its relationship with its customers.
