One Financial helps financial service providers worldwide deliver seamless customer experiences with Dynatrace and Accenture

Fragmented approach to monitoring couldn’t provide real-time visibility into the root cause of issues, leading to timeconsuming resolutions that affected longterm client business and relationships.

Financial services

• Moved from reactive to proactive service management
  Discovering problems before they trickle down to the customer enables seamless financial services experiences
• Reduced complexity
  Unified observability replaces 8 tools in a previously fragmented approach to monitoring, enabling more effective internal collaboration
• Faster answers
  Precise root cause analysis reduces remediation time by 70%
• Operational efficiency
  All clients and platforms managed under a single solution improves the efficiency of the operations team

One Financial provides end-to-end digital services to financial institutions across the world, focusing on platforms for credit, payments, insurance, and other capabilities to enable banks and other businesses to offer a streamlined digital experience for their customers and increase operational efficiency. Today, One Financial has more than $50 billion under management, originates over 5 million loans per year and operates in 7 countries.

These services are based on applications built over the last 10 years using multiple clouds and technology stacks. The open-source tools previously used did not meet the requirements for 24x7, 99.5% availability. Dynatrace offers a unified observability platform that allows One Financial to exceed all availability requirements while also helping improve internal efficiency and providing valuable business insights.

One Financial had experience using Dynatrace to support some of its other applications, so knew it could provide the capabilities needed to reduceproblem remediation time and the manual burden on the teams managing its client-facing applications.

One Financial deployed Dynatrace across the enterprise in a matter of days. It also engaged consultants from the Accenture Observability Hub to help quickly onboard team members by demonstrating how the platform’s multiple use cases could be extended to optimize additional processes. Dynatrace now provides observability across consumer loans, mortgages, collections, payroll fulfillment, document processing and e-payments, all in a single platform.

Dynatrace’s automated issue detection enables One Financial’s internal teams to identify anomalies in real time. Its AI engine provides precise answers that reveal the root cause instantly. This has reduced the time teams spend identifying and resolving issues by 70%, enabling One Financial to exceed service level agreements for all its clients, by providing more than 99.95% availability.

One Financial has worked with Accenture to automate additional error-prone tasks, reducing the effort required to maintain applications. This has freed teams to focus on innovation, to bring greater value to the business.

In addition, Dynatrace’s end-to-end observability allows One Financial to understand the impact that its platforms’ integrations with external services developed by its clients have on the end customer experience. This has reduced friction and time spent discussing the cause and finding a solution to issues with its clients, supporting One Financial’s goal of delivering seamless financial services experiences.

Dynatrace is also having a positive impact on cloud cost management, enabling One Financial to work with Accenture to identify underutilized resources so they can be decommissioned or reallocated to other workloads.

These additional advantages are contributing to One Financial’s ability to go above and beyond to provide the best service possible for its clients.