A prominent global banking group, with operations across several European countries, relied on the Cassiopae (SBS) system to manage its leasing portfolio. To support the expansion and optimization of this system across Spain, Germany, and France, the client partnered with ITDS. The mission: ensure smooth system integration, maintain top-tier performance and stability, and set up a Center of Excellence (CoE) to support long-term success. Coordinating across diverse operational contexts while guaranteeing system reliability was a central challenge.
Challenges
- Cross-Border Coordination: Aligning system integration efforts across three countries with distinct processes and technical environments.
- System Performance: Maintaining consistent performance and stability during and after integration, with minimal service interruptions.
- Ongoing Support Needs: Addressing support requests efficiently while laying the groundwork for a long-term support structure.
- Scalability & Governance: Creating a structure to sustain system improvements and ensure quality across all locations.
Solution
To overcome these challenges, ITDS deployed a dedicated team and adopted an agile delivery model, focusing on transparency, responsiveness, and continuous improvement:
- Agile Implementation: Structured project delivery using Scrum methodology allowed for adaptability and incremental enhancements.
- Outstanding System Stability: System operations were maintained with virtually no downtime (just a few hours recorded over the entire year).
- Efficient Support Management: Over 80% of support requests were functional rather than technical failures, demonstrating the platform’s reliability and the responsiveness of ITDS’s support services.
- Multinational Support Coordination: ITDS ensured that the system met local needs in each country while maintaining performance consistency across borders.
- Center of Excellence (CoE): A dedicated CoE was established to lead ongoing support, innovation, and governance across all regions.
Results
- High Sprint Output: 11 sprints completed in 2023, with nearly 400 tickets resolved, delivering visible, consistent progress.
- Exceptional Uptime: System downtime reduced to a minimum (just a few hours annually) well below industry norms.
- Client Satisfaction: Functional requests outnumbered error-based issues 80:20, underscoring both system stability and the high level of user trust.
- Sustainable Support Model: The CoE now ensures continuous improvement and knowledge sharing across the client’s leasing operations.
Why ITDS?
- Deep Leasing Expertise: Extensive knowledge of Cassiopae and complex financial systems ensures fast, effective solutions.
- Proven Agility: Ability to respond quickly to challenges and deliver results in diverse operational environments.
- Long-Term Commitment: Establishing the CoE reflects a focus on sustainability, efficiency, and value over time.
This project reflects ITDS’s ability to manage critical IT systems at scale, ensure operational resilience, and support global organisations with strategic, high-impact solutions.By implementing agile methodologies and maintaining a focus on continuous improvement, ITDS ensured the Cassiopae system’s long-term success, cementing its reputation as a trusted partner for leading global organizations in need of robust IT solutions.
Interested in our services?
To learn more about how ITDS can support your leasing management system or any other IT needs, contact us at info@itdsportugal.com for efficient project team building and ongoing support.
