Home Case Studies

Project Examples

Automatic Teller Application Maintenance


Leading South African bank

Project Overview
The Automatic Teller Application (ATA) is an automated teller workstation that performs different banking operations, including account opening and closure, and provision of account balance information. The application consists of host (COBOL) and PC (Java) parts. The IBA task is to maintain ATA.

Project Execution
IBA Group allocated two teams to deal with the host part and the PC part of ATA. The PC Team wrote an application to speed up and simplify the processing of automatic alerts of the MOM Service. A MOM Alert parsing tool was developed to retrieve information about where and when an alert occurred, and its type and details. The Host Team worked on a mainframe platform using z/OS operating system, COBOL and JCL being the major programming languages. The team investigated and fixed different errors. The PC and Host teams interacted with each other to analyze errors coming from backend and frontend.

Project Results
IBA Group fixed errors that occurred more than 30,000 times per week. Most of them were data-related and therefore were not detected at the testing stage. IBA Group developed a special tool to analyze the errors that are generated automatically. Changes were made in the functionality of both host & PC parts. 

Internet Banking System


Leading South African bank

Project Overview
The project was designed to develop a new version of an internet banking application for the retail banking division of a South African bank. The functions included account statements, inter-account transfers, beneficiary payments, and online lendings and payments. The customer intended to use the newly developed functionality across multiple channels, multiple products (e.g. current account and credit card), as well as multiple currencies/countries. 

Project Execution
The new system is maximizing vendor independence through the use of internationally recognized open standards. It complies with agreed SLA criteria regarding Performance, Security, Availability and Reliability, and Running costs. IBA used Java, HTML, and Java Script as programming languages and Rational Unified Process as a software development framework. 

Project  Results
The Internet Banking System provided the end user with a fast, reliable, and secure interface for financial operations. The customer was impressed with the application's performance because it was able to handle a huge number of concurrent users. As the application involved financial transactions through the web, the security issue was highly critical. No security violations were detected over the entire testing period! Therefore, the customer received a reliable and cost–effective application that provides extensive functionality to bank clients.

BelAZ All-Round Automation


BelAZ, a big world manufacturer of mining dump heavy duty trucks with large load capacity, as well as other heavy vehicles that are used in mining and construction industries.

Project Execution
The project consists of several subprojects.

1. Human Capital Management. This subproject includes the following solutions:

  • Personnel Administration
  • Organizational Management
  • Time Data Administration and Time Tracking.

2. BelAZ Logistics. The following subsystems were implemented:

  • Reference Data Management (SAP LO)
  • Warehouse Management System, Logistics Execution (SAP WM and SAP LE)
  • Materials Management (SAP MM)
  • Sales and Distribution Management (SAP SD)
  • Cross Applications (SAP CA)
  • Financial Management (SAP FI).

Project Results
IBA Group fixed errors that occurred more than 30,000 times per week. Most of them were data-related and therefore were not detected at the testing stage. IBA Group developed a special tool to analyze the errors that are generated automatically. Changes were made in the functionality of both host & PC parts. IBA Group created software applications that manage customer’s HR and logistics, as well as manage inventory flows, stocks and warehouses, settlements with debtors / creditors, and banking operations.

Electronic Document Management System for Potash Producer


The joint–stock company Uralkali, Russia, is a leading producer of potassium fertilizers. Its major manufacturing facilities are located in Perm Krai and St. Petersburg.

Project Overview
A new Electronic Document Management (ETM) system was designed to reduce paperwork, and improve efficiency of document management and cross–departmental workflow at Uralkali. IBA suggested using its proprietary solution Chancellor. The customer aimed to achieve the following goals:

  • Automate document management, conversion of paper documents to digital files, and cross–departmental workflow
  • Improve managerial effectiveness through automation of performance control, and quick and transparent cross–departmental workflow
  • Create document databases, eliminate document losses, and achieve quick search and viewing of documents
  • Reduce worflow expenses.

Project Execution
IBA implemented the system raking into account specific business processes and requirements of the customer. A database of local normative and legal acts was designed.

Project Results
The Chancellor package for Uralkali comprises Workflow, Archiving, Normative Acts, and Tasks modules. Chancellor serves more than 3,000 workstations.

Telephone Billing System


Global IT provider.

Project Overview
The project consists of two subprojects, namely ICMS RPG and Voyager C++.

The project was designed to maintain and enhance the Integrated Customer Management System (ICMS) that serves customers in Europe, Middle East and Africa. ICMS is a billing system that supports almost all services provided by telecommunication companies, including telephony, GSM/NMT, cable TV, Internet, and mobile phones.
IBA implemented the project in many locations, including Belarus, Canada, France, Great Britain, Iceland, New Zealand, and Saudi Arabia.
IBA experts provided full cycle development, testing, maintenance, and system support at all levels, from problem notification to the delivery of modified versions to the end user.

Hardware and Software Environment
Platforms                                     AS/400
Languages                                   RPG, RPG ILE, CL, SQL/400
Operating System                        OS/400
Networks                                      TCP/IP

Voyager C++
The project was designed to port ICMS from AS/400 to RS/6000 and System/390. Voyager was built on client/server architecture.
The IBA contribution was porting to RS/6000.

Hardware and Software Environment
Platforms                                       RS/6000, System/390
Languages                                     C++, SQL
Operating Systems                        AIX
Networks                                        TCP/IP

Project Results
Initially, the customer ordered IBA a project that was intended for one year and involved customers in two locations. After the project’s successful completion, IBA was assigned to serve four locations (Canada, France, New Zealand, and Saudi Arabia). For more than four years, IBA participated in ICMS, providing support to customers in Finland, Gibraltar, Great Britain, Ireland, Island, Luxembourg, Namibia, Saudi Arabia, and Spain.

Predictive Analytics to Avert Customer Churn

Cross Industries

Our customer is a global IT service provider, one of the most recognized companies in the IT community.

Project Overview
Our customer is committed to building productive and long-term client relationships. They seek to provide is a dynamic response to end user requests to resolve user complaints.The project was aimed at creating a predictive (statistical) model that is able to identify critical user complaints. Using this model, our customer will be able to solve the problem proactively,  preventing critical situations.

Project Implementation
Within the project, IBA built a statistical (predictive) model designed to prevent customer churn and to increase a high level of trust to the equipment manufactured by our client.
Any mathematically grounded forecasts are based on the processing of historical data (data sample). To build a predictive model, IBA analyzed historical complaints data for the last three years. Statistically, less than 10 of 1,000 complaints resulted in critical situations. The analyzed data sample included both regular (minor) complaints and complaints that were eventually escalated to critical situations.The sample contains the following three levels of data (input variables):

  • The problem itself, including its urgency, the time when it was detected, and the time spent to solve it
  • The equipment where the problem occurred, including the frequency of previous complaints for the last six months and their urgency
  • The end user, whose equipment experienced a problem, including the frequency of complaints and their urgency.

In the final sample, one of the columns reflects the characteristics of the complaint, also called the dependent variable, which should be predicted by the values of other fields (input variables). In this case, the dependent variable adopts two values: «1» corresponds to the critical complaint that results in customer churn, and «0» to the status of a loyal customer.
Based on this sample, a statistical model is built. The algorithm of the model defines which combinations result in «1» and «0» value of dependent variable. Before a statistical model is selected, it is necessary to execute certain data cleansing tasks, namely to eliminate extremes and outliers and to handle the missing data. Depending on a situation, various statistical and data-mining algorithms can be used for model-building, including logistic regression, decision trees, and neural networks. The model is selected based on a “training” subset of the data sample and is verified against a “test” subset of the data sample.
In addition, to improve the accuracy of prediction, IBA used the algorithms of unstructured data (text data) analysis that assess the textual description of the client’s primary complaint and highlight key words and phrases.

Project Results
The predictive (statistical) model built by IBA reveals about 83 percent of all critical complaints well in advance. The model recognizes critical situations and allows for a stand-by period from four to five days so that our customer will be able to react proactively. To date, our client’s support team has enough time for a dynamic response to the complaint selected by the model and for preventing a critical situation. Using the IBA-created model, our customer is able to reduce the risk of critical situations significantly and to enhance client loyalty.

These are just a few of case studies from our customers.  For further information about the projects that IBA Group implemented for its worldwide customers, please refer to the IBA Group Case Studies page.