The challenge: restoring customer trust
Delivering an incredible experience was integral to this fintech's customer promise. However, critical issues with their technology hampered their efforts to deliver on expectations.
Deprecation of various API packages with multiple co-dependencies in the JDK (Java Development Kit) led to significant technical debt and onshore customer engineers struggled with the outdated software. Additionally, tightly coupled code across the Web CRM exacerbated existing inefficiencies. This contributed to an unintuitive user flow that frustrated customers and damaged the company’s reputation. Improving system performance became top priority.
The client sought a full-time development team able to carefully and accurately resolve the software issues, in addition to providing ongoing technical support.
The solution: a dedicated development team in India
Outsourced built a team of remote front-end developers and back-end developers in India to address the challenges by order of priority.
The team began by mitigating the technical debt, starting with the deprecated Splash API, which required a suitable replacement to ensure system stability. Next, the JDK was updated, freeing the onshore customer engineers from managing system inefficiencies. Refactoring the tightly coupled code in the Web CRM also simplified the company’s system maintenance.
On the frontend, Outsourced’s developers collaborated with the client’s local designers to enhance the user interface, working as an extension of their team. The user-friendly redesign aimed to boost customer satisfaction by improving the UI and overall usability. And to ensure a seamless experience, the developers conducted rigorous QA testing by checking the mobile-first design on over 30 device types.
With the major issues addressed, the development team in India continued to monitor and enhance system stability as part of their ongoing technical support.
The business impact
The expertise provided by Outsourced’s developers resulted in a streamlined user experience that reduced bounce rates and improved engagement — a win for repairing customer trust and satisfaction. Future technical debt was also prevented, ensuring ongoing stability, which had the added benefit of streamlining the onshore customer engineers’ internal processes.
Ever since the offshore team came on the fintech company was able to refocus on its strategic initiatives and core business functions. Today, Outsourced remains in partnership with the client, and continues to optimize their costs and maintain consistent quality of delivery.
Outsourced helps you hire and retain the top 1% of talent worldwide, with world-class managed operations supporting your success. Talk to a staffing specialist today — or estimate your monthly savings on popular roles using our calculator below.
