Operational Intelligence Turns Into Business Value for a Multi-Brand Retail Bank

Improving reliability and reducing cost with AIOps-powered observability

A top UK retail bank with over 14 million customers needed to reduce operational costs and improve service reliability across its digital brands. GlobalLogic built an AIOps-based monitoring platform that delivered real-time insights, automated incident response, and enabled the bank to shift from reactive to proactive operations, resulting in £3M in annual savings, a 50% reduction in mean time to resolution (MTTR), and a 5-point increase in Net Promoter Score (NPS).

Challenge

The bank faced rising volumes of real-time digital transactions and lacked the visibility to resolve issues quickly. Its legacy tools couldn’t scale or provide the insights needed to maintain high performance across mobile and web platforms. The bank needed to cut costs, eliminate risk, and deliver consistent, high-quality customer experiences by acting on real-time operational data.

Value Created

GlobalLogic partnered with the bank to design and implement an intelligent monitoring solution that could scale with the demands of a multi-brand digital ecosystem. Focusing on real-time insight, automation, and cross-functional visibility helped the bank gain full control over its operational performance and customer experience. GlobalLogic:

Built an AIOps platform that unified operational data across infrastructure, applications, and customer-facing channels
Integrated Splunk and IBM Tivoli Netcool/OMNIbus to automate incident detection and proactively flag anomalies in real time
Delivered a single-pane-of-glass dashboard that enabled ops, product, and business teams to monitor performance by brand, platform, and device

This unified solution gave the bank a comprehensive foundation for proactive operations, faster decision-making, and scalable service delivery.

Impact

GlobalLogic’s AIOps solution delivered measurable business results:

£3M annual savings through license optimization and monitoring efficiency
50% faster incident resolution by shifting from reactive to proactive operations
5-point NPS increase from greater digital service reliability
2 weeks faster business release cycles by streamlining go-live readiness
Higher team productivity by cutting investigation time and reducing service disruptions