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Overview


BMO POWERS DIGITAL FIRST STRATEGY TO DRIVE EFFICIENCY AND DELIVER BEST-IN-CLASS
CUSTOMER EXPERIENCES WITH DYNATRACE



> Dynatrace is invaluable in BMO’s journey to become a data-driven organization,
> harnessing unified observability and powerful AI capabilities to accelerate
> technology-led innovation and deliver flawless digital experiences.

Rohan Shah
Senior Manager for Site Reliability Engineering, BMO


ABOUT BMO

 * 12 million customers
 * $1.14 trillion in assets
 * 8th largest bank in North America
 * ~$25 billion in revenue


INDUSTRY

 * Financial Services


STORY SNAPSHOT

Greater efficiency Cut 60 hours of monthly log analytics toil per team Faster
innovation Unlocked 40 hours of extra time for development Higher availability
Issue analysis and resolution time slashed by 80% Increased trust By delivering
reliable digital banking experiences


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DRIVING DIGITAL FIRST BANKING

As one of North America’s largest banks, BMO has adopted a digital first
strategy to power financial progress and continually meet the needs of its
customers in a rapidly evolving market. The strategy is centered around
technology-led innovation that delivers reimagined banking services and drives
best-in-class customer experiences while optimizing operating efficiencies. This
helps to free up scarce human resources, enabling employees to focus on
delivering expert advice and strategic innovation. Through these initiatives,
BMO aims to drive enhanced systems availability and business growth while
enhancing customer loyalty.

To support this, BMO relies on a hybrid technology stack spanning on-premises
data centers and public cloud services. This allows it to retain security over
its most sensitive data and applications, while leveraging the economies of
scale of the cloud. To support its teams’ ability to resolve issues, optimize
customers’ digital journeys, and personalize their banking experiences, BMO
wanted to unlock real-time insights from the enormous volume and variety of
observability data being produced across this dynamic and distributed technology
stack. However, traditional approaches to log analytics would make it difficult
to access timely insights and create a productivity drain due to the reliance on
time-consuming manual processes.


BOOSTING TRUST THROUGH DATA-DRIVEN INSIGHTS

BMO needed a more automated solution with AI capabilities that would enable its
teams to surface real-time insights that can be used to drive innovation and
boost trust. After evaluating the market, BMO identified Dynatrace as the best
fit for its needs, due to its Grail™ data lakehouse. The ability to store all
observability data in context and conduct log analytics near instantaneously and
at scale with Grail made Dynatrace the ideal solution.

“To enable our digital-first strategy and deliver speed, innovation, and
efficiency, we needed to minimize the disruption caused by system issues or
downtime,” said Rohan Shah, Senior Manager for Site Reliability Engineering
(SRE), BMO. “The combined power of Dynatrace’s Grail and its causal and
predictive AI capabilities has enabled our team to fully embrace the principles
of SRE and respond with record speed when issues occur, by allowing us to
quickly understand what’s happening in our systems.”

> Dynatrace's Grail technology has enabled our team to fully embrace the
> principles of SRE and respond with record speed when issues occur, by allowing
> us to quickly understand what's happening to our systems.

Rohan Shah
Senior Manager for Site Reliability Engineering, BMO


LIFE WITH DYNATRACE

 * Increased customer trust and loyalty: With the AI-powered answers underpinned
   by Grail, BMO has dramatically improved the speed at which its teams can
   identify and respond to issues in the digital customer journey. This has
   helped BMO’s teams to dramatically reduce Mean Time to Identify (MTTI)
   issues, and slashed root cause analysis (RCA) time by 80%. As a result, BMO
   can provide continuous service availability for the customers and communities
   it serves, helping to drive greater trust and loyalty.
 * More reliable banking: Manual log analytics processes that previously took
   BMO’s teams up to 45 minutes now take 5 seconds with Dynatrace. This has
   eliminated around 60 hours of manual toil every month per team and enabled
   dramatic improvements in how quickly the teams can diagnose and act on an
   issue. This approach is being shared and reused across BMO’s Technology,
   Resiliency, and Experience Operations team, to support its wider efforts to
   deliver consistent banking services.
 * Faster innovation with lower risk: Dynatrace provides a perfect platform to
   support SRE practices and facilitate experimentation that will help BMO to
   deliver on its digital first strategy. With the real-time answers from
   Dynatrace’s Grail and the platform’s AI capabilities, BMO’s teams can quickly
   understand issues associated with changes or new services they introduce and
   instantly roll back if they need to, enabling a faster pace of innovation
   with reduced risk. This capability has also freed up approximately 40 hours
   of additional time for each team every month, so they can focus on driving
   innovation rather than reacting to problems.
 * Greater operational efficiency: Dynatrace’s ecosystem integrations have
   opened the door for BMO to accelerate its journey towards a self-healing
   applications strategy to drive further efficiency. BMO is looking to route
   the data-backed answers from Grail into an ITSM solution to automatically
   generate support tickets with information on the root cause embedded and send
   them to the relevant team to act on. The goal is to use this approach to
   trigger an automated workflow to resolve the issue without the need for any
   manual intervention.

“In a complex technological environment, it’s very easy for a sudden change to
cause things to break,” continued Shah. “Dynatrace has enabled us to
dramatically reduce this timeframe through near-instant identification of an
issue and its root cause. Dynatrace is invaluable in BMO’s journey to become a
data-driven organization, harnessing unified observability and powerful AI
capabilities to accelerate innovation and deliver flawless digital experiences.”

> Our relationship with Dynatrace has been a true partnership. Between Rohan's
> leadership and deep technical experience together with Dynatrace's cutting
> edge technology - we have helped BMO make great advancements in the SRE and
> observability work streams. Every day, we're helping millions of customers
> make real financial progress and through a creative solution of using
> Dynatrace's Grail technology and AutomationEngine, we have higher system
> reliability, optimized monitoring and incident response with quicker
> turnaround times, and faster data-processing using AI capabilities.

Michael Wintle
Vice-President of Corporate, Commercial and Payments and Cloud Operations, BMO


TRUSTED BY THOUSANDS OF TOP GLOBAL BRANDS


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