In the financial sector, the proper functioning of IT systems is a determining factor for business success and continuity. Every interruption in IT systems is directly reflected in customer satisfaction, company reputation, and financial results. For this very reason, the IT Operations team represents the backbone of a modern financial institution – the team that ensures the continuity of digital services, data security, and the smooth flow of business processes.
Crystal, as one of the leading financial institutions in Georgia, has been successfully implementing digital technologies in its activities for years. The company, which today manages a 485 million GEL loan portfolio and serves more than 100,000 customers through 49 branches, constantly cares for the development of innovative, green, and socially-oriented financial products. Crystal’s digital services allow farmers, micro and small entrepreneurs to easily and quickly receive necessary financial services.
Along with the growth of the company’s scale, the complexity of the IT infrastructure also increases. In the conditions of the organization’s full digital transformation, requests come in daily to the IT Operations team from the company’s various departments. Managing this diverse flow, prioritization, and timely response became a growing challenge for the team.
Why did we choose Kanban?
Out of the many IT process management methodologies available, Kanban was selected in close collaboration with the Crystal team. This decision was based on several key factors:
First, the evolutionary nature of Kanban allows existing processes to be improved gradually, without resorting to radical, disruptive changes. This is particularly crucial for a financial institution where the continuity of IT services is critical.
Second, Kanban’s visualization and workflow principles are ideally suited to the specifics of IT operations—managing a continuous flow of diverse tasks from multiple business units.
Implementation and Training
The training program was tailored to the specific needs of Crystal’s IT Operations team. In the first phase, we analyzed their existing work processes and identified key pain points.
Then, through hands-on practical exercises, the team learned to apply Kanban’s core principles to their real-world work environment. Special attention was dedicated to defining and managing Work in Progress (WIP) limits, a critical factor for boosting efficiency in IT operations.
A significant part of the training was devoted to analyzing real-world cases. The team tackled typical scenarios, such as managing urgent tickets, reallocating resources during peak loads, and responding to shifting priorities.
Each scenario was examined through the lens of Kanban to develop practical and effective solutions. The team also learned to use Kanban metrics, enabling them to objectively measure their own progress and identify opportunities for continuous improvement.
The Results: Transparency and Proactive Problem-Solving
A significant part of the training was dedicated to the analysis of real cases. The team analyzed typical scenarios – managing urgent tickets, reallocating resources during peak loads, and reacting to changes in priorities. We reviewed all these scenarios from a Kanban perspective and developed practical ways to solve them. The team also studied the use of Kanban metrics, which allows them to objectively assess their own progress and identify opportunities for improvement.
The sharp improvement of process transparency is particularly noteworthy. The visualization of the Kanban board allowed both the team and management to better see the dynamics of the workflow. This, in turn, helped them in more effective resource allocation and proactive reaction to potential problems.
If your company’s growth rate creates challenges for internal operational processes, we are ready to share our expertise with you. Contact us and let’s discuss together how we can develop a solution tailored to your business needs.
