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As digital expectations rise, agility, visibility and customer experience have become make-or-break differentiators in consumer finance. For Agos Ducato S.p.A., one of Italy’s leading consumer finance companies under Crédit Agricole, digital transformation is not a technology trend — it’s a business imperative. The Italian consumer finance leader tapped Dynatrace LLC to drive company-wide, customer-centric innovation to overhaul service delivery. “Being from the financial world, it’s important for us — because we are a B2C company — to be where our customers are and provide them the best experience possible,” said Sergio Novelli (pictured), chief information officer of Agos. “Also, because we are not alone in the market, if you are slow in providing services to your customer or your partner, it’s easy for them to switch to someone else.” Novelli spoke with Rob Strechay for the “Inside the Digital Business With Dynatrace” interview series on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed Agos’ digital transformation going beyond technology modernization and toward building a smarter, faster and more customer-centric financial future. (* Disclosure below.) Cloud facilitates agility in consumer finance While many firms treat cloud adoption as an endpoint, Agos views it as an enabler. The goal is to harness the cloud’s flexibility and scalability to accelerate innovation, shorten time-to-market and leverage AI and data to enhance decision-making, according to Novelli. “We think that the difference in the future in this market, especially in Italy, will be made by providing a superior multichannel experience to our customers and also using AI and data to streamline as much as possible the experience in what we call a ‘time-to-yes,'” he said Two key metrics guide this effort: “time-to-yes” — the speed at which Agos can approve a loan — and “time-to-cash” — the time it takes for customers to receive funds. By moving to the cloud, Agos aims to streamline both, making lending faster and more personalized. “We think that cloud will give us the opportunity to maximize in terms of technologies and capabilities,” Novelli said. “Again, like AI, the value that we can provide to our customers lies in leveraging data. The transformation towards the cloud helps us be more efficient, reduces our time to market with new products and services and provides a superior experience to our customers and partners.” Agos recognizes that cloud transformation in financial services is no simple task, requiring a careful balance of infrastructure, cost and resource optimization to ensure long-term sustainability, according to Novelli. “We believe from this point of view that using Dynatrace will give us an advantage in understanding how we use the resources of the cloud and how to optimize them,” he said. “So far, the results are very good. We are very confident that with the approach that we adopted and leveraging on Dynatrace capabilities we will be able to obtain the balance that is not easy to obtain.” One of Agos’ biggest wins came from simplifying its operations. Partnering with Dynatrace helped the company consolidate multiple log management tools into a single platform — slashing costs by 50%. Beyond savings, the impact was operationally transformative. “From one point, obviously simplification in our operation, having fewer tools and log to manage and having everything collapsing in one place,” Novelli said. “But the most important part was that now we are able, through the other tools of Dynatrace, to build an integrated dashboard that provides not only technical information that was difficult to obtain before, but also to build some business metrics that were not available before.” Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the Inside the Digital Business With Dynatrace event: (* Disclosure: TheCUBE is a paid media partner for the Inside the Digital Business With Dynatrace interview series. Neither Dynatrace, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.) Photo: SiliconANGLE
