How can we modernize payment infrastructure at a global scale?

SWIFT’s legacy infrastructure struggled to keep pace with new demands. Support teams took more than 10 minutes just to access customer information, with case resolution stretching up to four days. The challenge of growing service complexity is intensified by new regulatory requirements — as discussed in our recent Financial Services summit session with Stefan De Moerloose, Head of Observability Product and Engineering at SWIFT.

At SWIFT, the organizational implications of infrastructure challenges were multifaceted. Support and operations teams were overwhelmed by incorrect system alerts, making it increasingly difficult to identify real problems and their root causes. The impact extended beyond internal operations to customer satisfaction and service delivery. 

“Our operations teams were struggling under a huge amount of false positives that came from the modern, always-on horizontally scalable applications. Finding the needle in the haystack, difficulties to manually correlate events, and their reactive approach of almost running blind for root cause analysis severely impacted their efforts to achieve the same five-nines availability targets,” explains De Moerloose. (This target requires the system to be operational 99.999% of the time, with only about 5.26 minutes of downtime per year.)

SWIFT's transformation through Elastic's platform delivered remarkable results, as described by De Moerloose: "Adopting Elastic’s technologies allowed us to benefit first from its real-time performance at scale, ingesting gigabytes of events and logs per day from more than a hundred applications and services, and really being there when you want to search.” This implementation dramatically improved SWIFT's customer support capabilities, reducing average response times from 12 minutes to instant access.

Watch the webinar to learn more about how SWIFT used Elastic's technology to modernize its global payment infrastructure.

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