Company Overview
A leading financial services institution partnered with SmartStream to streamline IT operations, reduce “run-the-bank” costs, and optimise infrastructure expenses through SmartStream’s SaaS-based reconciliations solution. By transitioning to a cloud-hosted environment, this institution has boosted operational efficiency, gaining the scalability and flexibility inherent in a SaaS model.
Business Situation
The institution required reliable IT infrastructure support to ensure continuity and compliance across critical functions. SmartStream’s SaaS model provided a seamless transition from on-premises systems, delivering infrastructure maintenance, issue resolution, application upgrades, compliance audits, release deployments, and disaster recovery. This comprehensive support allowed the institution to leverage the latest technologies, meet industry standards, and achieve smooth operational performance tailored to its evolving needs.
Outcome and Impact on Business-As-Usual (BAU)
Over the past 18 months, SmartStream’s proactive support has significantly enhanced incident management for BAU operations, reducing critical incidents and achieving 100% application uptime. This SLA-aligned approach has strengthened operational stability, while continuous monitoring has driven a year-on-year decrease in incidents. Regular governance meetings – held weekly, monthly, and quarterly – facilitate thorough KPI reviews and allow for strategic adjustments, reinforcing audit readiness and overall operational efficiency.
Solution
SmartStream’s SaaS offering for the institution included proactive monitoring, responsive support through multiple contact channels, and collaborative planning sessions to ensure alignment and shared ownership. Key automation and optimisation measures included:
- Recon availability status alerts: Automated alerts on SLA breaches enhance responsiveness
- File SLA and duplicate check alerts: Streamline file management processes.
- Disk space and reconciliations engine automation: Improve operational efficiency
- SQL query performance tuning: Optimises database response times
Benefits
These solutions significantly reduced incident tickets and minimised high-priority escalations, enhancing the institution’s operational efficiency and reliability.
