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Wells Fargo Customer Presentation

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Wells Fargo Customer Presentation

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Wells Fargo Customer Presentation

  1. 1. Copyright © 2016 Splunk Inc. Wells Fargo Bob Maccaro Program Manager Digital Channels Technology Group
  2. 2. 2 About Me •  Program Manager (ApplicaGon Performance Management – Monitoring Strategies) •  Monitoring and analyGcs for the Digital Channel’s Technology group •  Responsible for running the Splunk Program including defining, building and maintaining a Community Best PracGce •  User group community (100 members & growing) •  25 years in technology, accounGng & finance •  Fun fact: “A tester at heart, I like to break things”
  3. 3. 3 140 million YTD April 2014 17 million Mobile Banking Customers 90-Day AcGve Customers 24 million Online Banking Customers 90-Day AcGve Customers 54 million Payments & transfers January 2016 Over 473 Million Mobile and Online Banking Logins 2016 YTD About Wells Fargo - Managing the “online store” 181 million Email Alerts 2016 YTD Metrics are through January 2016 unless otherwise marked. 3
  4. 4. 4 Agenda •  Before Splunk / Choosing Splunk •  Splunk Architecture at Wells Fargo •  Use Cases —  ForecasGng —  Efficiency Improvements —  Search / Business AnalyGcs —  ApplicaGon Delivery —  Pre-ProducGon Environment •  What we learned •  Best PracGces •  Users at Wells Fargo •  Successes •  Splunking Ahead
  5. 5. 5 Before Splunk: DIY •  “Do It Yourself” — Disparate systems - 30 plaforms, 60+ web apps and diverse data sources — Needed full producGon environment for troubleshooGng — ApplicaGon (log) informaGon kept on a “home grown” system (Linborg) “We had a homegrown system. But once we got our environment up and running we prepared a list of applicaGons to migrate to Splunk.”
  6. 6. 6 Before Splunk: Business Impact •  Business Impact — Cumbersome to operate — Costly and Gme consuming development and troubleshooGng — Poor dashboard and reporGng capabiliGes — Difficult to support — Limited user interface “We found it very difficult to troubleshoot and see what was happening in our system.”
  7. 7. 7 Choosing Splunk •  We required a strong, well-managed, integrated program that could give us the applicaGon capabiliGes we needed •  Splunk has those features and capabiliGes, so we launched a migraGon •  We now have a hybrid model that combines secured with non-secured session applicaGon •  MigraGon is 90% complete “We were excited about the features Spunk had and knew we could migrate our applicaGons over.”
  8. 8. Splunk Architecture at Wells Fargo •  4 TB License for ProducGon •  Splunk Enterprise •  4 Search Heads •  2.6 TB per day 8
  9. 9. Splunk Use Cases at Wells Fargo ForecasGng Search / Business AnalyGcs App Delivery / IT OperaGons Improved Efficiency Pre-ProducGon Environment
  10. 10. 10 ForecasGng •  Monitoring Team Resources •  Overcame resourcing issue when providing services to larger business groups •  Engage specific service groups •  Follow proper budget •  Incremental chargeback services
  11. 11. 11 ForecasGng •  We use a complex, disparate resource model for proof-of- concept (incremental chargeback project) •  ForecasGng tool to: Track project status, resources and budget –  Plan and manage through lifecycle •  Logging standards bring conGnuity –  60+ applicaGons –  20 development groups –  Now everyone’s speaking the same language “Everybody is excited that we’ve brought this tool in. They’re knocking down our door for more and more uses for it.”
  12. 12. 12 ForecasGng
  13. 13. 13 ForecasGng
  14. 14. 14 ForecasGng
  15. 15. 15 ForecasGng
  16. 16. 16 ForecasGng
  17. 17. 17 ForecasGng •  Project informaGon into larger porfolio •  Plan and assign resources early •  Engage teams •  Track status, hours, budget •  Feed data back into tool •  Splunk tracks financial performance of teams serving customers
  18. 18. 18 Improved Efficiency •  Growth has driven efficiency challenges — Expensive queries — MulGple resources — Customer service issues •  A Splunk consultant partnered with our engineering team to streamline processes •  We’ve built a preproducGon troubleshooGng environment •  We can serve our customers well while keeping to budget and even saving money “Splunk has helped us reduce the Gme to resolve customer- related troubleshooGng issues from a two- three day window to an hour.”
  19. 19. 19 Search / Business AnalyGcs •  Now able to do soup-to-nuts (end-to- end) analysis, metrics and reporGng •  We’ve implemented effecGve search indexes •  Splunk enables us to: –  Track project status, resources & financial performance of teams –  Manage budget and spending “Previously, troubleshooGng was very difficult. Splunk helps us tremendously with creaGng seamless, end-to-end analysis and comprehensive dashboards.”
  20. 20. 20 ApplicaGon Delivery
  21. 21. 21 Pre-ProducGon Environment •  System integraGon environment •  TroubleshooGng customer-facing applicaGons •  HosGng applicaGons •  Customer experience (transacGons – mobile, Internet, F2F) •  Front end, middleware •  Tracking customer Gckets / problems with transacGons
  22. 22. 22 Splunk Learnings…. •  It’s difficult to get everyone on board at first •  People can be resistant to change •  StandardizaGon was hard to enforce •  It’s very important to document and share successes •  Once people see the value in the change, they really get excited
  23. 23. 23 Best PracGces •  Logging standards •  Tuning logs, sharing •  CreaGng efficient searches
  24. 24. 24 Users Across Wells Fargo •  Engineering —  Analysis and tesGng •  R&D –  New use cases •  Program managers –  Business analyGcs
  25. 25. 25 Splunking Ahead…. •  Complete the migraGon •  More robust security tracking •  Share knowledge and best pracGces with enterprise ProducGon Management Technology (PMT) team •  Roll the whole package into the enterprise
  26. 26. 26 Splunk Successes •  Increased Efficiency — Standardized logging pracGces — Developers are recognizing the value and embracing the tools — More efficient searches make troubleshooGng fast and effecGve •  Business benefits — Splunk enables quicker Gme to market — End-to-end analyGcs dramaGcally improve insights with solid metrics, reporGng and dashboard — Escalated problem resoluGon creates improved customer experience 26
  27. 27. Thank You

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