In 2016, Banco Inter had 8,000 accounts. "In the beginning, we were a half digital process—we still had a back office. The customer had to send an email, print the paper at home, sign it, and send it back scanned. Starting in April 2016, we became totally digital,” says Guilherme Ximenes, Banco Inter CTO.
Now focused 100% on digital, Banco Inter has grown rapidly, with thousands of accounts created per day. Today, the business has over 5 million customers. A huge part of Banco Inter’s success lies in the bank’s ability to combine hyper growth with an excellent digital experience for customers. Technology and business teams constantly work together to anticipate customer needs and create intelligent solutions.
To operate digitally, Banco Inter has a 24/7 mentality, rather than operating like a traditional bank with 9:00 AM to 6:00 PM hours. With that operational model in mind, Banco Inter decided to implement New Relic. First, as a technical monitoring tool, and then as a source of business information.
"The vice presidents to directors first started using the platform. When we saw the potential of the tool and the ability to standardize application monitoring, we spread New Relic to the entire technology organization,” says Raphael Magnani, Monitoring Coordinator at Banco Inter.
New Relic gave Banco Inter real time visibility into the business as a whole, including access to the home broker, insurance sales, investment products, and the availability and usability of applications and infrastructure overall.
Customers must have a digital experience with high performance, usability, and accessibility. New Relic is the main tool today for internal decision making. Not only technology decisions—but also strategic decisions.
Total visibility and a 57% reduction in MTTR
At the beginning of 2018, Banco Inter concluded an important stage of its digital transformation, bringing the entire core banking platform to the cloud, including Internet banking, credit and debit card authorizers.
The bank left behind the servers running in its own data center to embrace a modern infrastructure—AWS, Kubernetes and microservices. New Relic easily integrates with AWS to ensure the observability of the entire estate in the cloud.
Today, New Relic covers all critical processes and about 95% of the bank's more than 1,500 servers.
Technology teams use the platform to create, prioritize and categorize alerts, ensuring the best use of resources. This all reduced the mean time to repair (MTTR) by 57%.
Observability into the client experience
Banco Inter uses New Relic to ensure that customers always have the best possible experience, regardless of the service channel.
Teams can see phone, app, chat, and bot availability in real time, and proactively resolve issues before they touch customers. For example, teams can check if there is an inconsistency in a channel, set up contingency messages, and proactively inform customers before.
New Relic has also been used to improve Babi, the bank's bot. With New Relic, Banco Inter can identify motives for bot interaction, automatically set up dashboards with information, identify inefficiencies, and plug New Relic into IBM's cognitive services platform.
I say good morning to my wife and then I look at New Relic dashboards on my phone to ensure everything is working. A big advantage for me is that the New Relic apps, for iOS and Android, allow me to see the bank's information: business numbers, customer behavior, and the number of requests per minute.
Observability for all teams
The intense use of the New Relic platform allowed Banco Inter to reap the benefits of observability in a broad way and multiply the positive impact on the business.
With all teams intelligently observing numbers on their mobile, computers, and iPads, the bank's culture of transparency, collaboration and innovation was strengthened and consolidated every day throughout the company.
Banco Inter has managed to break major business and technology paradigms, innovate while scaling, and combine hyper growth with an enjoyable experience for its clients.
