Case Study
As the largest independent end-to-end service provider for the mortgage market in the Netherlands, the client manages over €310 billion in mortgages across the Benelux and Germany. With ambitious plans to double its scale and expand further across Europe, it partnered with Infosys to deploy Infosys Enterprise Reliability Services and transform operational challenges into competitive advantages through a strategic Site Reliability Engineering (SRE) implementation.
Scoping Opportunities
The organization set a target of 2x scalability and 24/7 platform availability to confidently support business growth and expansion. As its in-house mortgage platform evolved to handle higher transaction volumes and broader geographic reach, it saw an opportunity to further strengthen stability and availability as part of its long-term growth agenda. The path to market leadership defined several strategic opportunities: building world-class SRE capabilities for international expansion; optimizing processes by clarifying ownership of business and technical components; evolving robust, standardized knowledge systems for distributed teams; achieving regulatory excellence through standardized operations; driving cultural transformation and embedding an SRE culture across teams; modernizing platform components; and enabling cross-functional synergy for faster innovation.
The Solution
Infosys established a Site Reliability Engineering Center of Excellence, wherein it:
- Supported the mortgage provider’s expansion across Europe with a structured consulting approach, beginning with a comprehensive current-state assessment of applications and infrastructure to establish a strong baseline and identify enhancement opportunities.
- Formed a well-defined SRE backlog based on the findings, starting with short-term remediation to drive long-term resiliency and operational excellence.
- Leveraged structured Failure Mode Effect Analysis (FMEA) to identify resiliency gaps and opportunities, alongside thorough analysis of historical incident data.
- Expedited data collection and created detailed reliability backlogs with clear implementation roadmaps using the advanced Infosys SRE platform.
- Established an SRE team and fostered a strong SRE culture focused on observability, team enablement, and shift-left automation strategies.
- Developed critical customer journey service chain maps to ensure seamless user experiences across all touchpoints.
Strategic Success Through Innovation
This transformation journey demonstrates how an organization’s ambition for growth, when powered by the right partnership and methodology, becomes the foundation for sustainable growth and market differentiation. The company has since gained market share rapidly in the Netherlands by securing a top-tier bank and expanding across the EU, leveraging world-class SRE capabilities to turn operational excellence into a competitive advantage.
Benefits
The transformation exceeded expectations, positioning the company as a European market leader in mortgages:
Quality excellence
60% reduction in technical issues
Operational excellence
99.5% platform availability with 24/7 SLA achievement
Incident management
28% reduction in high-priority incidents
Financial impact
~€150K cost savings per month
Team empowerment
400+ SMEs across Agile Release Trains (ARTs)
Real-time observability
improved mean time to detect and mean time to repair on high-priority incidents
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