Healthcare Giant Accelerates Mobile Test AutomationRead Case Study
Rapidly evolving digital engagement with customers is redefining this un-named High Street bank customers' digital strategy. Since 2010, mobile banking has surged 300% and branch transactions are down by nearly 30%, causing the bank to shutter 40% of its branch locations. Nearly 2 million monthly active users are executing 40 monthly transactions on average. Digital is now core to the business.
The bank adopted Perfecto’s turnkey Managed Monitoring Service which led to:
Internal innovation and smart partnering with a technology vendor to host their mobile banking platform helped leap frog competition. However, executing a digitisation strategy in a fast-moving market created challenges for the bank. App outages generated an unprecedented volume of angry customers venting on social media, which fueled news coverage. Furthermore, data revealed that poor user experience was intensifying customer churn.
In order to “do the best they could”, the team staffed a social media desk as a surrogate monitoring team. They scanned posts to identify and trigger remediation efforts when customers started venting. Though reactive, it was better than nothing.
The bank considered extending their existing web monitoring solution, but quickly realized it would only deliver partial visibility. Business and operations teams identified Perfecto’s synthetic monitoring as the only solution offering the required insights into the end user experience. In particular, the bank valued a solution using real devices rather than emulators and one that didn’t require any change to the app or access to any private user information.
After assessing its most important user flows, the bank decided to continuously monitor four transactions – login, statement, payment, and funds transfer – using Android and iOS devices.
The bank went with Perfecto’s turnkey Managed Mobile Monitoring Service. The value was clear -- fast implementation and continuous maintenance and refinement to reduce false alerts, plus the ability to extend the existing monitoring solution to mobile.
Within the first week of proactively monitoring the app, the bank gained complete visibility of the mobile app’s behavior in production. This led to:
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