BNKBL Case Study - Application Support Transformation

BNKBL’s Application Support team faced inefficiencies, unclear ownership, and reactive issue management. Understanding Solutions restructured processes, introduced clear accountability, and implemented a centralised knowledge base, transforming performance and enabling long-term self-sufficiency.

The Challenge the Client Faced

 BNKBL’s Application Support function had reached a critical point of inefficiency. Support tickets were escalating unnecessarily, knowledge bases were outdated, and incident response lacked clear ownership. The result was a cycle of reactive firefighting that placed pressure on internal teams, impacted service levels, and obscured visibility across the wider technology function.

The client needed a partner who could diagnose the root causes, define a practical improvement plan, and most importantly - implement change. They didn’t just need advice; they needed execution.

Understanding Solutions’ Approach

Understanding Solutions mobilised rapidly, deploying an experienced consultant to lead a four-week discovery phase. The aim was to provide a complete diagnostic of BNKBL’s Application Support landscape. Understanding Solutions analysed over six months of performance data, including ticket burn rates, escalation patterns, SLA compliance, and resolution times to establish a clear operational baseline. Alongside data review, structured interviews were conducted across the L1 and L2 teams to assess skill gaps, workflow challenges, and knowledge base usability. Each of these elements fed into a comprehensive status report, which not only identified problem areas but also prioritised the interventions that would make the biggest operational difference.

Following this discovery phase, Understanding Solutions transitioned seamlessly into a five-month implementation programme. becoming a trusted extension of BNKBL’s management team, supporting both the client and their internal resource to implement the recommendations from phase one. This included redefining ticket prioritisation and escalation processes, taking ownership of major incident management, and establishing clear lines of accountability within the team. We introduced structured mentoring and performance appraisals to strengthen resource management and created transparent reporting frameworks that gave leadership full visibility of SLA compliance, quality, and performance.

At the same time, we designed and deployed a new knowledge base, centralised, accurate, and easy to navigate - giving the support function the tools it needed to improve first-time resolution rates and reduce repeat incidents. Throughout the engagement, our consultant worked closely with internal teams to transfer knowledge and build capability, ensuring that the improvements would be sustainable long after our involvement ended.

The Outcome

By the end of the programme, BNKBL’s Application Support function had been fundamentally transformed. Escalation volumes dropped significantly as ticket ownership became clearer, and major incidents were handled with a structured, repeatable process. Service levels improved, reporting was consistent, and the new knowledge base empowered analysts to resolve issues faster and with greater accuracy.

Most importantly, BNKBL’s internal team were no longer dependent on external support. Through targeted mentoring and documentation, they were equipped to sustain and evolve the improvements independently — the hallmark of an Understanding Solutions engagement.