KBTG delivers the financial experiences of the future with observability-driven insights from Dynatrace

KASIKORN Business-Technology Group (KBTG) is the technology arm of KBank, one of Thailand’s leading commercial banks. Its aim is to revolutionize the financial experiences of the future, by anticipating customer needs and delivering seamless banking experiences. Even a single moment of service downtime can create a ripple effect that hinders this objective, causing business disruption and reputational damage that drives customers to alternative providers.

To combat this, KBTG wanted to boost business agility and improve the resilience of its services by migrating its applications to a modern cloud native architecture. KBTG also wanted to adopt a proactive approach to monitoring its applications and to streamline operations and development processes. This would create a more efficient way of working that enabled its teams to identify and resolve potential issues in real time, alleviating the risk of downtime.

KBTG was looking for a solution that could help its teams pinpoint the root cause of problems and provide them with deeper visibility into their processes. After evaluating the market, KBTG identified Dynatrace as the best fit for its vision, as it could bring all observability data together in one platform. This would enable KBTG teams to unlock deeper context about the cause of issues and provide a single source of truth that enabled them to work together to resolve problems faster.

“In the past, finding the source of a single problem required teams to sift through often duplicated data and call on help from multiple departments. These kinds of inefficiencies would hold us back in an increasingly competitive market,” said Supagorn Ritthichai, Assistant Managing Director, Technology Management, KBTG. “We needed a more agile, proactive approach to resolving issues and preventing our customers from being impacted by downtime. Dynatrace’s AI capabilities help us predict abnormalities before they occur and find the precise root cause of problems faster, which gives our teams a huge helping hand.”

• Faster resolutions: With Dynatrace’s full stack observability and Davis AI, KBTG’s teams have access to a single source of truth that enables them to find and resolve the root cause of problems as soon as they appear. KBTG estimates that the time it takes its teams to solve problems has been reduced by 10x. As a result, its teams have been able to improve the resilience of critical banking services and have more time available to focus on innovation.
• Understanding complex applications: Dynatrace’s OneAgent enables KBTG’s teams to automatically and continuously discover all components and dependencies across its cloud native environment, without manual instrumentation. This ensures that KBTG’s teams can maintain end to end insight across their entire environment without manual effort. The ease of use also means that new and experienced developers alike can quickly understand how KBTG’s applications are performing and identify where they can be further optimized.
• Solving problems before they occur: KBTG is also using Dynatrace to support a ‘shift left’ culture and accelerate innovation. Development teams use Dynatrace to understand the efficiency of each line of code they produce and identify where it needs to be optimized, reducing the need to fix errors in production. This capability enables KBTG to reduce the risk of disruption, minimize operating costs, and accelerate time to market for new services.
• Improved collaboration: Dynatrace has enabled easier collaboration between internal teams and the external service providers that KBTG relies on. The out of the box controls made it simple for KBTG to give third-party providers secure access to observability-driven insights that reveal the impact their services have on the customer journey. This shared source of truth helps KBTG work more efficiently with third-party providers to resolve the root cause of issues affecting its customers and deliver better banking experiences.

“At KBTG, we strive to create cutting-edge banking solutions and seamless customer experiences,” continued Supagorn Ritthichai. “Dynatrace has been key to supporting this by enabling us to innovate faster without putting existing services at risk. With Dynatrace, we have unrivalled insights that help us improve the resilience of our banking services and confidently navigate any issues that arise. As a result, our teams are free to focus more of their efforts on anticipating the future needs of our customers and driving the business forward.”