Banco Inter Enhances Digital Experience with Observability

Banco Inter, Brazil's pioneering 100% digital bank, faced the challenge of maintaining exceptional digital experiences amidst rapid growth. Originating as a semi-digital entity, Banco Inter transitioned to a fully digital model in 2016, leading to exponential customer acquisition. With a commitment to 24/7 availability, unlike traditional banking hours, Banco Inter sought a solution to ensure seamless operations and superior customer satisfaction.

To meet these demands, Banco Inter implemented New Relic, initially as a technical monitoring tool and later as a source of comprehensive business insights. The platform quickly gained traction across the organization, from vice presidents to technology teams, standardizing application monitoring and providing real-time visibility into critical business areas, including home brokerage, insurance sales, investment products, and overall application and infrastructure performance.

By 2018, Banco Inter completed a significant digital transformation, migrating its entire core banking platform to the cloud using Amazon Web Services (AWS), Kubernetes, and microservices. New Relic seamlessly integrated with AWS, ensuring complete observability across the cloud environment. Today, New Relic monitors approximately 95% of the bank's critical processes, spanning over 1,500 servers, enabling teams to create, prioritize, and categorize alerts, optimizing resource allocation and significantly improving incident resolution times.

Banco Inter also leverages New Relic to proactively manage and enhance the customer experience across various service channels, including phone, app, chat, and bots. By monitoring channel availability in real-time, teams can quickly identify and resolve inconsistencies, set up contingency messages, and keep customers informed. Notably, New Relic has played a key role in improving Babi, Banco Inter's bot, by identifying interaction motives, uncovering inefficiencies, and integrating with IBM's cognitive services platform to create automated dashboards.

Value Results:

• 57% Reduction in MTTR: By using New Relic to create, prioritize, and categorize alerts, Banco Inter significantly reduced the mean time to repair, improving operational efficiency.

• 95% Coverage of Critical Processes: New Relic monitors the majority of Banco Inter’s critical processes across more than 1,500 servers, ensuring comprehensive observability.

• Enhanced Customer Experience: Real-time monitoring of service channels enables proactive issue resolution, ensuring the best possible customer experience.

• Improved Bot Performance: New Relic enables the identification of bot interaction motives and inefficiencies, leading to improvements in bot functionality and customer satisfaction.

• Data-Driven Decision Making: New Relic serves as the primary tool for internal decision-making, informing both technology and strategic decisions.