Accurate responses and real-time visibility into user experience help leading bank accelerate and optimize application performance and availability
Banco Mercantil do Brasil is using the Dynatrace® Software Intelligence Platform solution to maximize user experience and performance in its digital services. The automatic and intelligent observability features of the Dynatrace® platform provide Banco Mercantil do Brasil with precise answers on how to optimize the performance management of its applications and to drive innovation processes.
“We are in a major process of expanding and digitizing our services, which has led to an increase in the complexity of managing all applications and infrastructure due to interconnectivity. To improve our digital services and accelerate innovation, we understood that it was time to gain a better understanding of our environment in order to manage and respond to the issues that impact our users”, explains Ramon Oliveira, Processing and Monitoring Manager at Banco Mercantil do Brasil . “This is where Dynatrace helped us. Compared to the solution we used previously and others we analyzed, the automatic and intelligent observability of the Dynatrace platform was the best option. With Dynatrace, we have a much more agile and accurate way to identify where and how to optimize application performance. As a result, we are raising the bar and quality of the experience we provide for our employees and customers.”
Credit | Dynatrace website
According to Oliveira, the rapid digitalization of the banking sector has meant that IT teams are increasingly managing complex and dynamic digital environments, such as multicloud infrastructures. “We are a bank where the physical experience, at the Service Points, and the digital experience are equally important. We have many customers who mostly use ATMs and human service at our units, which means that every minute of a stopped system can mean a great impact on our relationship with these customers. Likewise, we have hundreds of APIs that make digital services possible in the online world. We have a complex IT context that demands maximum availability”, he reinforces.
To ensure perfect experiences for its customers, the Bank implemented the Dynatrace® platform to enable automatic analysis and discovery of processes, services and critical events distributed throughout the bank's environment. “Digital transformation is at the top of the banking sector's strategies, as customers always want to have a practical, effective and frictionless experience. However, the more we invest in technology to simplify users' lives, the more complex the management of all these resources becomes. It is this dilemma that Dynatrace helps solve”, explains Fernando Mellone, Sales Director at Dynatrace in Brazil.
Through its continuously updated Artificial Intelligence-enhanced dependency map, Dynatrace enables real-time, end-to-end monitoring of all applications used by the bank, offering accurate insights into the performance of the entire environment as well as the impacts on the experience of customers and for business.
The ability to track in real time the performance of applications and resources native to the modern Cloud gives organizations the opportunity to move to a proactive management model. “Without a doubt, the Dynatrace platform has allowed us to have a much more proactive and predictive view of what happens to applications, even before an incident occurs. We are able to monitor whether a given process is out of standard and how we can act to improve. In this sense, having a reliable and intelligent source to manage thousands of applications certainly helps the IT area to also cooperate more towards business objectives, understanding how and where we can help improve customer delivery, for example”, comments Oliveira, of the Mercantile Bank.
“For Dynatrace, observability is much more than simply monitoring metrics, logs and traces. It gives us the ability to automatically extract the insights to understand click-by-click and second-by-second what impacts business results and goals, customer service and more. We are sure that, in a highly connected and user-centric world, offering simpler, more practical and faster answers is an advantage that companies cannot give up if they want to be ready for the future”, adds Mellone, from Dynatrace Brasil.
