Challenges and issues
With 70% of its customers using the website or mobile app, LCL faced three major challenges:
- Increased digitization: need for continuous monitoring of website and mobile app availability.
- Need to improve the effectiveness of feedback: incidents reported by email, slow information chain, lack of structure—an isolated case could turn into a general incident.
LCL was receiving user feedback rather than detecting anomalies upstream.
Solution implementation
2Be-FFICIENT developed automated systems that replicate all interactions on LCL's digital customer journeys, with a frequency of every 10 minutes, 24 hours a day.
Implementation of a daily dashboard offering:
- Complete visibility into all monitored scenarios
- Continuous monitoring of site and application availability
- Real-time analysis of course performance
- Automatic alerts to a chain of managers in the event of an anomaly, 24 hours a day
Functional coverage
– Website monitoring (availability and user journey)
– Mobile app monitoring (iOS & Android)
– Multi-channel alerts to a chain of managers
– Real-time monitoring dashboard
– Synthetic monitoring robots (frequency: every 10 minutes, 24 hours a day)
Conclusion
Thanks to 2Be-FFICIENT, LCL has moved from a reactive approach (where bugs were discovered via customers) to a fully proactive approach.
The bank now has real-time visibility into its critical digital journeys and can meet its availability commitments, even outside business hours.
