Migrating Thousands of Contact Center Agents off 15+-Year-Old Legacy Platform in 18 Months.
A revolving Ippon client and Top 10 U.S. Bank engaged Ippon to accelerate the migration off of a 15+-year-old legacy platform supporting thousands of contact center agents. An extended contract and teams-in-a-box approach was applied at a ratio of 4-to-1, supplementing in-house engineering. The teams iteratively delivered over 12 months on an MVP alongside 12 trailblazer agents. Over the subsequent eight weeks, 100% of the remaining 1,500 collections agents moved to the new platform with little disruption or incident.
Automation of SCRA benefits for Top 10 bank saving an estimated $600k OPEX
The process for Servicemembers Civil Relief Act (SCRA) required agents to manually verify Service Members are eligible to statutory benefits and then send out letters informing them if they were eligible or not. That process created an inefficient experience for Service Members and customer service agents. Service Members would receive little communication about the status of their application until after they had been applied or denied. The new solution automated the heaviest work process for agents, reducing the time spent by agents working on cases and accelerating the time that clients receive notifications and credits by 50%.
Ippon was engaged to help integrate a Wealth Management FinTech into one of our main customers in the finance industry. The primary goal was to increase security and automate the creation of users by integrating this new application into the company’s Single Sign-On (SSO). Ippon worked as a team of three developers closely with their architecture team to deliver this over 4 months.
Accelerating a Fintech’s Data Migration to Power Data Insights for Making Impactful Business Decisions
A debt financing fintech that offers a single point-of-sale platform with a wide range of pay-over-time products and services which allow merchants to make offers to all customer types with varying levels of credit. The company credits their ability to deliver such a positive experience for merchants and customers due to their world-class support, advanced technology, and analytics that power their product. As growth continues to increase, it is vital for their company to ensure they are able to track and report on key metrics supporting business decisions.
A well known stock recommendation company that offers free articles, a slew of premium stock advisor products, and a wealth management program was looking for help with a data transformation project. When managing their operations across different business units proved difficult on their traditional, on-prem data warehouse, they reached out to Ippon to aid them in migrating their data platform to the cloud. We were able to migrate hundreds of queries while introducing new tools for orchestration, CI/CD, Infrastructure-as-Code (IaC), and monitoring. Now, their data platform supports more than triple the business reports.
Top 10 private equity firm uses a data lake transformation to also pilot agile development. Their first attempt loses steam, but Ippon takes a different approach.
The portion of the large financial institution that we interfaced with was the center for machine learning. Ippon provided the center for machine learning with a team in a box composed of several site reliability engineers (SRE).