Payments Company Boosts Operational Efficiency With Diagnostics Solution

The Challenges

To best serve its customers, Citrus Pay had an objective for success-rate-optimization, which it implements periodically to improve business efficiencies. Despite regular and Payments Company Boosts Operational Efficiency With Diagnostics Solution consistent process improvement practices, the success rate was still below the high standards the business was striving for. Because Citrus Pay was unable to achieve exceptional performance levels, it experienced mild customer dissatisfaction. In the financial services business, this can quickly result in lost revenues. Additionally, Citrus Pay needed to simplify its business logic. A thorough analysis was required for desktop and mobile platforms, as well as the data being processed by payment gateways.

The Citrus Pay environment experienced millions of users making bill payments via the company’s payment gateway (see Figure 1). Users went through the billing portal successfully, but when routed to the payment gateway, at times, they were unable to process the payments, which led to transaction failures.

The losses in transactions were having a significant financial impact on the company’s bottom line. Citrus Pay was not only losing real revenue but it was also seeing a negative impact on its loyal customer base. The company was unable to identify the root cause of the problem and was looking for a prompt solution.

The Solution

The cloud services engineering team monitored the user experience by spinning up hundreds of automated users for browser-based testing in an agile deployment infrastructure. Monitoring systems were put in place to receive continuous per-formance feedback. Any change in business performance was immediately identified. Thorough analysis of the code and busi-ness logic was carried out automatically and then subsequently by on-site developers. Static code analysis tools were deployed as necessary and where required. Load infrastructure and mock banks were set up to detect server spikes.

The engineers used the test accelerator function of Hitachi Cloud Accelerator Platform to perform a simple URL test of Citrus Pay’s went through the billing portal successfully, but when routed to the payment gateway, at times, they were unable to process the payments, which led to transaction failures.The losses in transactions were having a significant financial impact on the company’s bottom line. Citrus Pay was not only losing real revenue but it was also seeing a negative impact on its loyal customer base. The company was unable to identify the root cause of the problem and was looking for a prompt solution. application. All browser versions (including latest and old) were selected and submitted for the test. Surprisingly, the test accel-erator revealed that a new Google Chrome browser version had been released, and Citrus Pay’s testing team was unaware of this. The testing team had not tested all new Chrome browser releases and thus was unaware of its new and more complex security aspects. The engineers used diagnostic tools to quickly identify the problem, saving time and money. Additionally, they found that the PAY button was not visible because of the latest security enhancements made in Chrome, which led to the incomplete transactions and failures.

The Results and Benefits

The test accelerator function of the Hitachi Cloud Accelerator Platform allowed the engineering team to create a dynamic test infrastructure within a few hours. This approach included all ver-sions of browsers installed. It ran a simple URL test and analyzed the results quickly, which lead the team to identify the root cause of Citrus Pay’s problem. With this solution, Citrus Pay staff gained:

• An understanding of the data they were was collecting and the immediate ability to detect issues and loopholes.
• An immediate increase in the success rate, by fixing all the glaring problems across various tiers of their application.
• Eventual reduction in forward failure rates.

Citrus Pay now operates with greater confidence and delivers a higher quality of service to its customers. The solution has improved Citrus Pay’s operational efficiencies as well as service delivery, and has resulted in greater revenues and higher customer retention rates for Citrus Pay.

For more information about how Hitachi Vantara can help your business be more agile, innovative and cost effective, contact your Hitachi Vantara representative or visit HitachiVantara.com.