Web Portal Uptime Rescue
What?
A leading vendor of credit/debit risk data products for the retail financial services industry launched a web portal to deliver data real-time that its customers’ required to open new retail accounts. Portal’s uptime SLA was 99.5%; actual uptime was 80%, and downtime was discovered by customers.
Reason?
Vendor’s web site was a strategically important component of their product delivery and profitability. Frustrated customers threatened to seek a new vendor. Each portal service outage cost the vendor in penalties and reputation in the marketplace.
Results:
Oakman interviewed vendor managers and staff, researched vendor’s systems and operations., and identified root cause. Oakman procured vendor’s senior leadership commitment to solving the problem, and united senior leadership behind the solution. Led a SWAT team to devise repeatable solutions for resolving the channel’s operational problems by implementing new procedures and creating a transaction monitoring system, enabling vendor to repair customer relationships and restore their confidence in the portal. An additional benefit was a 90% reduction in operational support time and improved support quality. Vendor subsequently deployed the new procedures and transaction monitoring system on other projects.
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