Migros Bank drives DevSecOps culture with Dynatrace to deliver seamless, intuitive digital banking experiences

Migros Bank was founded on the principle of putting people first and helping customers make better financial decisions with fast, easy, and human banking. As the market has become more digitalized, the bank wanted to bring more of its customers online, while still reflecting its values by providing reliable and intuitive digital banking services. These services are powered by applications built on a hybrid technology stack compromised of an on-premises private cloud environment running on Kubernetes and Red Hat OpenShift Container Platform, as well as a legacy mainframe.

The complexity of this hybrid technology stack made it challenging for Migros Bank to understand how backend changes impacted front-end experiences on its digital banking platforms, including critical processes such as customer onboarding and e-banking. Migros Bank’s services rely on multiple third-party applications as well as its own in-house software, but to date, these had remained a ‘black box.’ The bank needed end-to-end visibility across its entire application stack so its teams could collaborate effectively both internally and with external suppliers to find solutions when problems arise.

Migros Bank needed a platform that could provide end-to-end visibility by consolidating all observability data – including from third-party applications and all user devices – in one place to drive fast, informed decisions. After surveying the market, the bank chose Dynatrace for its easy deployment, real-time discovery, and all-in-one platform that could serve as a continuous and consistent source-of-truth and empower DevSecOps and business teams to collaborate more effectively. The immediate impact of these benefits has led the bank to use Dynatrace elsewhere in the business, such as leveraging its automation capabilities to improve the quality and speed of releases.

“With Dynatrace, we are now working based on facts, not assumptions. As a result, we’re spending less time searching for the cause of issues, and instead getting on with working together to solve them,” commented Paul Zimmermann, Head of System Engineering Migros Bank. “The ability to quickly solve issues related to our customer onboarding process and e-banking platform was just the start of our success with Dynatrace – we’re now using it to optimize experiences at every stage of the user journey, to ensure all transactions run smoothly.”

• Enhanced customer onboarding: Dynatrace provides end-to-end visibility into the applications and infrastructure underpinning Migros Bank’s digital services. This enables teams to connect the dots visually across every touchpoint between users and backend code, as well as third-party software, so they can proactively optimize services and improve onboarding processes to boost conversions.
• Enhanced customer experiences: Before Dynatrace, Migros Bank’s teams would spend quite some time understanding a problem before they were able to resolve it. Now, with Dynatrace’s automation and AIOps capabilities, teams can identify the root-cause instantly, so they can focus on a resolution. As a result, the time taken to resolve issues has more than halved, improving the bank’s reputation for providing flawless customer experiences.
• Increased operational agility: Dynatrace has broken down silos between internal departments and provided visibility into third-party services in a single, holistic source of data-driven truth. This is helping to drive a more agile DevSecOps culture, which improves collaboration and drives greater speed and success in the bank’s efforts to deliver seamless digital services to customers.
• Accelerated release cycles: Migros Bank’s DevSecOps teams leverage Dynatrace’s automation capabilities to drive faster, higher quality releases. For example, they can now analyze releases with quality gates, and use synthetic tests to see how customers might be affected by changes, which can be easily rolled back if there are any issues. This prevents bad, vulnerable code from reaching production, creating a more reliable online banking experience for customers. Automation has ultimately resulted in faster, higher quality release cycles, which will help Migros Bank solidify its place as a digital market leader.

“Dynatrace is our problem-solving machine. It has helped us make significant improvements to our customer conversions and onboarding,” commented Hasan Girit, System Engineer Migros Bank. “As we continue to develop innovative new services for our customers, Dynatrace will be key for monitoring, testing, and optimizing those services, so they are the best they can be when they reach our customers.”

“We see Dynatrace as a strategic partner for Migros Bank. It offers excellent support even at short notice and during tricky situations”, comments Stephan Wick, COO/CIO Migros Bank. “The partnership has been crucial to delivering our services around digitalization to our business functions, which resulted in the recent recognition by the Institute for Financial Services Zug (IFZ) that Migros Bank offers the most advanced and customer friendly digitalized banking services in Switzerland.”