Introduction

In today’s competitive banking landscape, delivering a seamless customer experience isn’t just a goal—it’s a necessity. When a leading private sector bank in India struggled with an outdated search application, customer satisfaction took a hit. Enter Ashnik, ready to turn things around using the powerful capabilities of Elastic Search. This case study explores how Ashnik’s managed services revitalized the bank’s operations, transforming customer experience and operational efficiency.

The Challenge: An Outdated System Under Pressure

The bank, known for its wide range of financial services spanning corporate and retail banking, was facing significant operational challenges. Their internal application, critical for handling search requests, was outdated and incapable of managing the increasing load during peak times. This resulted in:

• Search Delays: The application frequently timed out, causing delays in retrieving customer information.
• Customer Frustration: Slow response times led to poor customer experiences.
• Agent Inefficiency: Bank agents struggled with the system, resulting in longer resolution times and reduced productivity.

In an era where instant access to information is crucial, these issues hampered the bank’s ability to serve its customers effectively.

The Game-Changer: Ashnik’s Elastic Search Solution

Ashnik stepped in with a strategic approach centered around the implementation of Elastic Search, a solution designed to meet the bank’s needs for speed, reliability, and scalability.

• Horizontal Scaling: By horizontally scaling the server infrastructure, Ashnik increased the number of replicas. This ensured the system could handle a higher volume of search requests efficiently, even during peak loads.
• Enhanced Replica Shards: The solution included boosting the number of replica shards over indices, significantly reducing timeout occurrences and eliminating real-time bottlenecks. This improvement was particularly effective for frequently searched, heavy datasets.
• Optimized User Access: Ashnik streamlined user roles and permissions through Kibana, a data visualization plugin for Elastic Search. This involved assigning specific access levels to different user roles, thereby reducing the overall number of search queries and enhancing security.

Transformative Benefits: From Frustration to Satisfaction

The impact of Ashnik’s solution was immediate and substantial:

• Performance Uplift: The bank experienced a remarkable improvement in system performance. The horizontal scaling and enhanced replica shards meant that timeout issues were drastically reduced, if not eliminated.
• Boosted Customer Satisfaction: With faster search responses, customer queries were handled more efficiently. This not only improved customer satisfaction but also empowered agents to provide better service.
• Operational Efficiency: The new system interface was more intuitive and responsive, allowing bank agents to navigate and retrieve information swiftly. This led to shorter wait times for customers and a more streamlined workflow for agents.

Real-World Impact: Customer Delight Achieved

The bank’s representatives, who initially faced inefficiencies and system slowdowns, now enjoyed a high-performing, reliable system. Ashnik’s managed services didn’t just resolve technical issues; they fundamentally transformed the bank’s customer service capabilities. The centralized view of various use cases within Elastic provided the bank with better oversight and control, contributing to smoother operations.

• Improved Internal Processes: By analyzing and restructuring user access, Ashnik helped the bank reduce unnecessary searches and optimize query performance. This not only improved system efficiency but also enhanced security by restricting superuser access.
• Role-Based Access Control: Implementing role-based access controls ensured that users had the necessary permissions without compromising security. This approach minimized the risk of unauthorized changes and streamlined the management of user profiles.

Looking Ahead: Future-Ready Banking with Ashnik

Building on this success, Ashnik is poised to assist the bank with further enhancements. Plans include:

• Comprehensive Data Migration: Ashnik will oversee the bank’s data migration, ensuring a smooth transition to more advanced IT infrastructure.
• Infrastructure Upgrades: Adding more clusters and nodes to tackle scaling workloads, ensuring the bank remains equipped to handle future growth.
• Continued Support: Providing ongoing managed services to maintain and optimize system performance, ensuring the bank continues to deliver top-tier customer service.

Conclusion: A Blueprint for Success

Ashnik’s partnership with this leading bank showcases the transformative power of Elastic Search. By addressing critical technical challenges with innovative solutions, Ashnik unlocked peak performance and set a new standard for customer satisfaction in the banking sector. This case study is not just a testament to the effectiveness of Elastic Search, but also to the strategic approach and technical expertise that Ashnik brings to the table. Ready to revolutionize your banking experience? Let’s talk.