Bip supported the Client in the implementation of the cloud-based, scalable SLA management platform that serves as a central point of SLAs and Penalties monitoring, where to navigate and keep track of external and internal partner performances against the contractual agreements. The solution provides many features to support contract managers in their day-by-day business: directional reporting, business intelligence views to deep-dive on SLA trends and main related KPIs, self-service analytics platform to analyse anomalies and root-causes using both Client’s and wholesalers’ data, tracking of litigation processes, data reconciliation and what-if analysis application to simulate new scenarios.
The solution has been implemented on AWS services, leveraging on serverless and event-driven architecture to build a scalable solution and reduce operational costs. The entire layered data stack, from ingestion to data consumption, is operationalized with services such as AWS Lambda, S3, AuroraDB, Fargate and SQS. The SLAs calculation engine and the what-if web application is implemented with services such as AWS Elastic Container Service, Elastic Container Registry. The business intelligence layer is implemented with Tableau. In order to support the constant updates on the solution, such as the implementation of increasing number of SLA and the autonomous creation of new SLA by the business users, a full DevOps architecture has been implemented for each component of the solution leveraging on Code Pipeline and Cloud Formation AWS stack.