In the ever-evolving world of software development, finding ways to simplify processes and enhance efficiency becomes paramount.

In early 2024, Chase’s technology and product teams completed the Client Merge project, which streamlined two internal mortgage servicing environments into a single, unified environment. Our mortgage servicing teams can now access customer loan information in one environment, resulting in a streamlined application process that provides more efficient service and quicker screen time review. Essentially, our employees can access and work on a customer loan more efficiently, enhancing the overall experience for Chase mortgage customers.

When planning the Client Merge project, the teams utilized feature flags, performance optimizations, and consolidation efforts to improve stability, mitigate risks, and enhance the overall customer experience.

Risk Mitigation with API Façade Patterns

The façade patterns aimed to replace legacy web service APIs. While most applications transitioned smoothly, some faced challenges in meeting the requested timelines, potentially hindering the exit from the older way of working. The façade pattern created a level of abstraction which simplified the implementation and enabled teams to meet their timelines.

The team devised a façade transformation solution that seamlessly handled the transition for 92 web service operations without impacting consumer apps. By leveraging feature flags, the team could release the functionality early to production, reducing risk for the go-live weekend.

This approach allowed for the validation of new feature code in the production environment without impacting users. In case of any issues, the code could be quickly disabled, minimizing downtime and defects during migration.

Improved Customer Experience and Zero Downtime for ETL Enhancements

The ETL (Extract, Transform, Load) Enhancements project focused on replacing the existing data processing and analysis platform with a new solution for the ETL module. As loan volumes increased, the daily batch file size grew, leading to performance degradation. To address this, the team conducted a thorough analysis, optimized the code, and performed multiple performance tests with production volumes. These efforts resulted in the optimization of daily batch jobs, reducing processing time by more than 70% and enhancing platform stability. The outcome was an improved customer experience and the ability to meet business SLAs effectively.

Client Merge Project Considerations

While streamlining environments offers numerous benefits, it was essential to consider a few key factors during the process:

1. Compatibility and Integration: Ensure that all systems, applications, and dependencies can seamlessly integrate into the consolidated environment. Compatibility issues can hinder the success of the consolidation effort.
2. Data Migration: Plan and execute a smooth transition of data from multiple environments to the consolidated environment. Data integrity and security should be prioritized throughout the migration process.
3. Stakeholder Communication: Keep all stakeholders, including internal teams and customers, informed about the consolidation process. Clear communication helps manage expectations and minimizes disruptions during the transition.

The project’s impacts were overwhelmingly positive, bringing together more than 200 teams across Chase to enable positive change and experiences for millions of customers. Streamlining and reducing multiple environments into a single, unified environment can bring significant efficiencies to technology, testing and customer interactions. By simplifying technology infrastructure, organizations can reduce costs and improve system performance. Efficient testing processes lead to faster release cycles and higher product quality. Enhanced customer interactions result in a more seamless and consistent experience. However, it is crucial to consider compatibility, data migration, and stakeholder communication during the consolidation process.

As businesses strive for operational excellence, streamlining environments is a powerful strategy that can drive efficiency, improve customer satisfaction, and position organizations for long-term success in the digital age.

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