When a leading Indian bank’s Elasticsearch system started collapsing under the weight of thousands of daily queries, the results were immediate: frustrated customers, overwhelmed agents, and a real threat to customer satisfaction. With response times lagging behind by minutes—unacceptable in today’s digital-first world—Ashnik stepped in and delivered a game-changing solution. The result? Searches that were 75% faster, bringing speed, efficiency, and satisfaction back to the forefront of the bank’s operations.

This is how we did it.

The Challenge: A Search System Under Pressure

The bank, renowned for offering a wide range of corporate and retail financial products, was struggling to keep up with rising demands. Their search application—a critical part of retrieving data from various CRM systems—was outdated and unable to handle peak load requests efficiently.

Here’s what was going wrong:

• Timeouts and Delays: The system frequently timed out during peak hours, making it difficult for agents to quickly access customer data.
• Frustrated Customers and Agents: As delays piled up, both customers and agents became increasingly frustrated with slow responses.
• Siloed Processes: The data collation process occurred in silos, further slowing down the search and retrieval process, leaving customers waiting too long for resolutions.

The bank needed a solution to handle real-time data efficiently and streamline operations. Without addressing these core issues, their ability to offer a top-tier customer experience was at risk.

The Game-Changer: Ashnik’s Real-Time ElasticSearch Solution

Ashnik’s expert team jumped into action, designing a solution tailored to the bank’s operational needs, aiming to optimize the search process while reducing timeouts.

Here’s how we did it:

• Horizontal Scaling for Speed: By horizontally scaling the server infrastructure, we increased the number of replicas. This allowed the system to handle a much higher volume of search requests without buckling under pressure.
• Enhanced Replica Shards: We boosted the number of replica shards for the most frequently searched and heavy datasets. This significantly reduced the occurrence of real-time bottlenecks and search timeouts.
• Optimized User Access: We restructured user roles and permissions through Kibana, reducing unnecessary search queries and ensuring only authorized users had access to critical data. This optimization also bolstered security, an often-overlooked benefit of streamlined access.

Transformative Benefits: From System Struggles to Seamless CX

Ashnik’s solution didn’t just address the immediate issue; it set the foundation for a more efficient and scalable system. The impact was swift and tangible:

• Improved System Performance: Timeout issues were resolved, giving the bank the ability to handle peak loads without delays. The combination of horizontal scaling and increased replica shards ensured that searches were fast, even during high-traffic times.
• Enhanced Agent Productivity: With faster data retrieval, agents could resolve customer issues more quickly. This meant shorter waiting times for customers, leading to more productive workflows for bank staff.
• Streamlined Operations: By optimizing user access and removing bottlenecks, the bank’s internal processes became more efficient. Instead of working with a disjointed system, agents now navigated a smooth interface, improving both speed and accuracy in customer service.

Real-World Impact: Streamlined Operations and Elevated Customer Satisfaction

Before Ashnik’s intervention, the bank’s agents struggled with a cumbersome system. Every user had superuser access to make changes, which introduced a risk of human error and unnecessary delays. Ashnik streamlined this by introducing role-based access controls, ensuring only necessary permissions were granted while maintaining security.

Here’s what changed:

• User Access Control: With role-based access and enhanced permissions, the bank now had better control over who could make changes within the cluster. This reduced the risk of unauthorized actions and improved overall system integrity.
• Speedier Customer Resolutions: The bank’s customer interaction history was made more accessible, allowing agents to respond to queries with greater speed and precision. This quickened response time led to higher customer satisfaction levels.

Looking Ahead: Future-Proofing with Ashnik’s Managed Services

Ashnik’s solution wasn’t just a quick fix. It set the foundation for continued growth and efficiency improvements. Going forward, Ashnik is committed to further enhancing the bank’s operations:

• Data Migration and Infrastructure Upgrades: Plans are already in motion to migrate the bank’s data to a more robust infrastructure, adding clusters and nodes to handle future growth efficiently.
• Continued Managed Services: Our team will continue to support and optimize the bank’s system, ensuring they stay ahead of any emerging operational challenges and maintain peak performance.

Conclusion: Building Resilience for Tomorrow

Ashnik’s collaboration with the bank highlights the transformative power of real-time, scalable solutions like Elasticsearch. By addressing core technical challenges, Ashnik not only enhanced the bank’s current performance but also paved the way for future growth. From improving customer satisfaction to streamlining internal processes, this partnership has created a blueprint for success in the banking sector.

Are you ready to elevate your customer experience and operational efficiency? Let’s talk.