Itaú

Challenge

Rede card, Itaú bank’s payment methods company, stands out in the financial market for the maturity of its monitoring culture in terms of commercial transactions. With an online sales operation, the Network processes an average of more than 34 billion transactions per month.

Itaú works 24 x to continuously raise the quality of its services, however, there are challenges in this journey.

Of every 100 customers who browse to make a purchase, only three do so, and of the total number of transactions initiated, between 30% and 40% are denied due to identification or suspicion of fraud. So to avoid situations like these, online professionals seek to facilitate the payment process, using more efficient and reliable methods.

Solution

To service the Network, Delfia created the Network Monitoring Center (CMR) at its headquarters located in Brazil, using the AWS public cloud for data transfer. We are responsible for monitoring the Network’s business applications, currently using as our main tool, the AWS public cloud (Quick Sight solution) and AppDynamics, a Cisco solution for application monitoring. A subdivision of the CMR, Support Network Capture (SRC), also installed at Delfia headquarters, has the function of monitoring physical technologies, such as POS terminals, TEF, integrators and major telephone operators.

While our SRC Delfia team monitors 24×7 the physical technologies, integrators and major telephone carriers that support the Network across the country, CMR experts also monitor 24×7 what happens at the commercial layer of the Network. This is done through the AWS Quick Sight platform, which tracks the entire lifecycle of a transaction.

Result

In this journey, the Network has relied on Delfia’s observability and services. During Black Friday 2021, Delfia professionals delivered the SLA (Service Level Agreement) of 100% availability for the Network’s systems. Other operations throughout 2022 – such as Easter, Mother’s Day, etc. averaged 99.97% availability.

“There is a strong synergy between Rede and Delfia: we are one team, working in an integrated way with the same goal, the same commitment to always do the best for Rede’s customers. We see the managers of this great company as professionals who share with us the same mission: to sustain the growth of the economy,” explains Mario Riudoms Sangenis, Technology Superintendent of Rede Itaú.