A payment processing network operator supporting more than 725 million credit and debit card transactions globally faced an issue of visibility. Due to lack of insight into IT infrastructure and applications and an inability to assess critical incidents in real-time, the company was losing transactions and business. Further, multiple vendor products led to inconsistent support for enterprise monitoring and service management imperatives. Customer escalations were managed through manual spreadsheets, and exhaustive processes without proper catalog for managing software and hardware products added to the problem.
Working with key stakeholders, Trianz did an in-depth assessment of existing processes, tools, integration points, and data sources. We then enabled an automated business application mapping solution, as well as automated processes around network related service requests. We developed a custom solution to automate the consumer escalation process, and implemented a service catalog to auto-populate and auto-route requests based on the product. The process for managing incidents and service requests was also standardized and integrated with other client systems/applications for better, more efficient API based interaction.
Lack of visibility into IT infrastructure and business applications limited the ability to assess the business impact of critical incidents.
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Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.
The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.
Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.
The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.
Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing