Addressing Tech Performance at Leading UK Retail Bank
“SPG did things that our other supplier’s couldn’t.”
— Head of Platforms, UK Retail Bank
The Challenge
As one of the UK’s leading retail banks, our client depends on high-quality communication systems to maintain exceptional customer service. However, a surge in technical issues began impacting their infrastructure platforms, causing speech audio delays, degraded call quality, and broader system underperformance. These disruptions led to missed KPIs and negative online sentiment, as customers increasingly voiced frustrations on social media. With reputational risk and service quality at stake, the bank needed expert intervention to rapidly uncover and resolve the root cause.
Our Approach
SPG was brought in to stabilise and transform the bank’s CloudOps environment - fast.
We:
Conducted a non-invasive, 4-week diagnostic of the full cloud and infrastructure estate.
Applied industry-leading reliability engineering and root cause analysis techniques.
Identified not only the underlying fault, but a portfolio of quick-win improvements and longer-term cost reduction opportunities.
Worked side-by-side with client technical teams, ensuring knowledge transfer and buy-in across stakeholders.
The Results
🟣 81% reduction in service failures
🟣 Clear, evidence-based root cause reporting and action plan
🟣 Confident selection of a new cloud vendor with optimal performance and cost alignment
🟣 Stronger resilience, reduced risk, and restored customer confidence