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success story

Virtusa helps a British financial services enterprise develop their first digital self-service experience

Achieving a transformational customer experience and new user journey

Our client, a prominent British financial services enterprise, provides a wide array of services to customers ranging from individuals to big businesses. The client had a customer base of over 30 million, with several employees working under different brands across the globe. With a multinational and growing customer base, the client needed to constantly stay abreast of the ever-increasing demand and improve their customer experience.

The client began looking for a solution to improve their customer experience and build their first-ever digital self-serve platform to engage with customers while cost-effective. The client needed a solution to create a platform to give the customer self-serving capabilities, increase engagement and enhance the platform's features toward a mobile-based future. The client sought Virtusa as the ideal partner to deliver a robust and receptive solution.

Our client sought a solution to develop a web self-service experience compliant with industry standards. Virtusa executed an E2E program delivery of a Backbase founded platform to enable state-of-the-art engineering to create an enhanced engagement for customers while allowing the enterprise flexibility in the future and an investment baseline to deliver new customer journeys.

Virtusa's solution, backed by IBM private cloud, leveraged a cloud-native architecture to help the client deliver a better customer experience, reduce maintenance costs, and provide flexible operations.  

The Challenge

Our client had an umbrella of brands and multi-platform devices they supported worldwide. Their existing web self-service platform was limited in its capabilities. They needed the solution to enable their platform to be multi-device, multi-platform, mobile-friendly, and manage everything that a microservices platform would allow their employees and customers to interact and automate their work.

  • The client wanted to transform their monolithic web self-service experience, which had limitedly flexible 
  • Lack of agility and tools were slowing their time to market
  • Poor user experience on the web and no mobile presence
  • Limited internal and external API capability, lack of integration with group capabilities leading to duplication of functionality and costs
  • Data analytics capability did not meet current and future requirements
  • Efficient automation-essential to address existing high manual overheads
The Solution

Virtusa partnered with the client to analyze their objectives and existing systems to provide the right solution suited to their use case. We used Backbase 6.3x & Widget collections 3.x to implement the solution within the enterprise and completed the platform in just seven months. The solution leveraged a single code base to implement the new microservices application across nine brands and various devices and browsers across different platforms. The solution helped the client in the following ways:

  • A microservices-based application that was easily scalable and flexible for changes
  • The solution was based on Backbase 6.3x & Widget collections 3.x for the first time within the client's organization and implemented in just 7 months.
  • Implemented across nine brands and multiple devices with a single code base
  • Content management system for easy content maintenance
  • End to end deployment architecture in IBM ICP communication channels
  • Common API connectors to communicate with third party components of LBG to support real-time data passage
  • Automation test cases with more than 75% test coverage
  • Shared components to enable easy application maintenance and reduce LOC
Digital self-service experience solutions
The Benefit

Virtusa's existing domain knowledge in multiple industries helped the client implement the web self-service solution across their customers' businesses and improve their platform's user experience. The following were the benefits of the implementation of the web self-service solution:

  • A fully functional self-service portal for the client and their customers across nine brands, enhancing user experience and features.
  • E2E program delivery of a Backbase based platform in Virtusa covering Dev, DevOps, QE, Production, and Program Management
  • E2E setup of IBM Private Cloud (ICP V2)
  • Successfully deployed complete CI/CD pipeline handling all relevant vulnerabilities.
  • We successfully achieved multi-device compatibility across iOS and Android, tablets, smartphones, and browsers.
  • Successfully achieved third-party integration with Experian, Verifone Payment Gateway, Modag, and Tealium.
  • A solution was improvised mid-flight to introduce a structured content methodology, allowing easy re-use across multiple pages and applications without duplicating or increasing the maintenance effort.
  • Code Modularity and High Cohesion to promote working and adaption to different environments.
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