Case Study: Leading Retail Bank achieves 90% crash-rate reduction and a stellar mobile customer experience with Apteligent

Leading Retail Bank Makes Mobile Pay For Their Customers

A century-old, top-15 U.S. retail bank with over a thousand branches sought to modernize its customer experience by delivering a reliable, feature-rich mobile banking app. The app’s complex security and backend systems produced intermittent “mobile unavailable” errors that the team couldn’t reproduce or diagnose, so they needed real mobile app intelligence that preserved customer privacy and supported rapid innovation.

They selected Apteligent for deep, real-time app diagnostics—breadcrumbs, handled exceptions, crash trends, version adoption, and business-transaction tracking—to trace user journeys and pinpoint failures without collecting PII. Armed with these insights, support teams provide tailored help, the bank can proactively reach affected high-value customers, weekly customer reports now include actionable app metrics, and the app’s crash rate dropped by 90%, significantly improving the mobile experience.