Shriram Capital enhances security and delivers inclusive financial services with Dynatrace

Shriram Capital (Shriram), is the holding arm for the Financial Service and Insurance entities of Shriram Group. Shriram started its operation in 1974, is one of the India's financial services, dedicated to empowering over 30 million underserved customers nationwide. Recognizing the transformative potential of mobile technology to advance this mission – especially for customers in remote areas – the company developed the Shriram One app. This enables customers to manage investments, loans, and insurance policies along with Bill Payments and UPI. In addition, its Astra B2B app is used by 30,000 field agents to collect policies on behalf of Shriram life insurance and majority of business come through Astra app.

Over 17+ million customers have on boarded Shriram One app, and so, world class performance and digital experiences are vital. To deliver this high standard of experience, Shriram recognized that it needed real-time unified visibility into the hybrid cloud environment that supports its apps. This would enable its teams to proactively identify issues and collaborate better, to resolve problems before they disrupted customers and agents. Shriram decided to consolidate its previous array of siloed monitoring tools and replace it with a unified observability platform that would deliver automated, AI-driven root cause analysis when problems arose.

As a further consideration, Shriram Capital operates within India's highly regulated financial services and insurance sectors, managing extensive sensitive customer data. Compliance with stringent regulatory frameworks from bodies such as the Reserve Bank of India (RBI), Securities and Exchange Board of India (SEBI), and Insurance Regulatory and Development Authority of India (IRDAI) is therefore essential. To meet these standards, Shriram needed an observability platform that provided robust data security and privacy controls. After evaluating the market, Shriram saw that Dynatrace would best meet its needs.

“Dynatrace provides us unparalleled real-time visibility into our applications, enabling us to quickly identify issues and maintain compliance with stringent regulatory standards,” said Sendil Kumar Venkatesan, CTO at Shriram Capital. “We operate in a highly competitive market and so customer satisfaction with our app is essential. The clarity and actionable insights we gain from Dynatrace have completely transformed our approach to security and user experience, allowing us to proactively safeguard our customers' digital assets, confidently meet regulatory obligations, and significantly enhance the overall customer journey.”

• Optimized cloud resources: Dynatrace gives Shriram Capital comprehensive observability across its hybrid technology stack, offering end-to-end insights into the performance of its applications. These insights help Shriram to optimize cloud resource usage and manage its microservices architecture more efficiently, ensuring its environment is not under- or over-provisioned.
• Enhanced collaboration: With Dynatrace, Shriram has unified its previously fragmented monitoring tools into a single source of truth, significantly reducing the "blame game" between operations, development, and support teams. With automatic root cause analysis and clear impact assessments from Dynatrace, Shriram’s teams can resolve issues faster and focus more of their efforts on creating superior customer experiences.
• Improved operational efficiency: By leveraging Dynatrace’s built-in AIOps capabilities, Shriram Capital has saved over 15 hours of manpower every week, driving a 20% saving in resources. By quickly pinpointing the root cause of issues and proactively identifying areas for improvement, teams can swiftly resolve problems and prevent future incidents. This has allowed resources to be directed towards the continuous enhancement of Shriram’s digital products and services.
• Stronger security: Dynatrace Application Security gives Shriram’s teams instant alerts whenever vulnerable code libraries are executed at runtime. The platform’s automated detection capabilities offer precise insights into the severity and impact of vulnerabilities, supporting more effective prioritization and faster remediation. This significantly enhances Shriram’s cybersecurity posture, helps to maintain compliance with India’s strict regulatory standards, and provides an essential layer of protection against data breaches.

“Before Dynatrace, troubleshooting involved uncertainty about the exact cause of the issue and difficulty pinpointing which team should address it,” continued Venkatesan. “Now, we have complete visibility and clear insights across our entire infrastructure. Dynatrace’s AI-driven approach has dramatically improved our operational efficiency, compliance capabilities, and customer satisfaction. Dynatrace has been a game-changer, making life simpler and empowering our teams to focus on delivering better services and superior customer experiences.”