$15MM annual operational cost savings in a nationwide retail-banking transformation.
A major Canadian bank used Stereologic during the rollout and stabilization of a new loan-origination platform to understand what was actually happening in production, identify errors and delays, and improve customer-service operations across its branch network.
Nationwide retail-banking transformation at a major Canadian bank. Figures are drawn from Stereologic’s published case study. The bank is not named at its own request.
Extensive testing, and problems in production anyway.
The bank had replaced its loan-origination systems as part of a nationwide retail-banking transformation. Once the new platform reached production, errors and system delays emerged.
Employees spent time working around those issues and waiting for system responses. That affected employee adoption of the new platform and, through it, the customer experience.
Each release piloted in branches, measured on live client cases.
- 5–10 branches per releaseEach new platform release was piloted in a selected group of branches.
- 10–20 customer-service representatives per branchObserved while working on actual client cases, with time measured on individual customer-service activities.
- Errors and delays documented automaticallyIncluding the steps required to reproduce the issue, the associated wasted time and supporting technical detail.
Root cause, not symptom
Individual errors and delays were then reproduced in the test environment, so the cause could be identified and fixed rather than worked around in the branch.
Visibility into what was actually happening in production.
The engagement gave the bank evidence of how employees and the new platform were interacting during live releases — making errors, delays, workarounds and their operational impact visible and reproducible.
“Stereologic enables us to see what’s actually going on in production.”
Cost, service and quality all moved.
- $15MM annual operational cost savingsAcross the branch network
- 22.5% acceleration of customer servicesMeasured on customer-service activities in branch
- 95% reduction in errors and delaysThe production issues that were degrading adoption
- All branch processes mapped and measuredBeyond the release issues themselves
Stereologic helped the bank diagnose and resolve the production issues in less than six months. Following that work, the bank continued using Stereologic for ongoing platform releases.
What these figures are.
- Figures are drawn from Stereologic’s published case study on this engagement and are independently supported by published transformation material and the existing public case-study record.
- The customer is not named at its own request. Sector and country are published; the institution is not.
- The quotation is attributed as published: Sr. Director, Technology and Operations.
Rolling out a platform and unsure what production will actually do?
Bring the release, the branches or sites in scope, and the adoption number you are being asked to defend. We will explain what would become measurable before go-live, and what a defined scope would require.