A Canadian Financial Technology firm develops and supports a financial software platform with approximately 2000 employees. Canadian Financial Technology firm develops and supports a financial software platform with approximately 2000 employees. Over the last 3 years, the organization experienced exponential growth, although their internal processes did not mature at the same rate. Despite its many successes, the company faced an exponential growth of technical debt in Q3 2019, this resulted in an impact on customer satisfaction, meeting their strategic goals and as well as an exponential growth of IT-related workload on company executives.
Although executives noticed symptoms, they were unaware of the root cause; they illustrated symptoms, including directing a higher number of executives and management hours in areas such as product delivery and support management. When an assessment of the Software Delivery Lifecycle process and Support Management processes were undertaken, it was identified that customer support requests were increasing exponentially as a result of: