The Challenge: Citrus Pay was unable to identify the root cause of a platform issue that was preventing users from processing payments, resulting in transaction failures, reduced customer loyalty and, ultimately, lost revenue.
The Solution: Using the test accelerator function of the Hitachi Cloud Accelerator Platform, engineers quickly identified the problem that was causing incomplete transactions, and discovered an additional issue on the platform that was contributing to processing failure.
Citrus Pay now operates with greater confidence and delivers a higher quality of service to its customers. The solution has improved the company’s operational efficiencies as well as service delivery, and has resulted in greater revenues and higher customer retention rates for Citrus Pay.
Citrus Pay makes digital payments and online checkout processes simple, fast, safe and easy for an 800 million strong electronically connected user base. Conceived in 2011, Citrus Pay has 10 million+ customers.
Citrus Pay needed a collaboration partner to help analyze its cloud business, identify problems, propose plans to improve operational performance, and rapidly implement working solutions. Because Citrus Pay operates in the financial services vertical market, performance failure results in lost revenue.
After thorough research, Citrus Pay selected Hitachi Cloud Accelerator Platform to help address its mission-crit-ical issues. Accredited with Amazon Web Services (AWS) Financial Services Competency, the chosen company pro-posed that Citrus Pay use AWS Cloud for dynamically creating performance labs using the test accelerator function of the Cloud Accelerator Platform.
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 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 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:
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.
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