Case Study: Infosys Finacle achieves rapid self-service support adoption and 50% lower development effort with Liferay

Finacle, Infosys’ industry-leading digital banking suite, augments its customer support mechanism with a state-of-the-art self-service portal

Finacle, Infosys’ industry-leading digital banking suite used by banks in over 100 countries, faced a growing support challenge as adoption increased: product information was scattered across ticketing systems, file servers and individual desktops, creating security risks, slow resolution times and a disjointed customer experience. The company needed a secure, customer-specific way to deliver consistent, faster support for banks and partners.

Infosys launched the Finacle Support Portal (March 2017), a self-service hub that integrates TechOnline ticketing, a Patch Dashboard, a 4,000‑entry PhraseBook, FAQs and partner implementation resources to deliver customized feeds and real‑time status. Within six months the portal was adopted by 164 customers and 52 partners, reduced development effort by over 50% versus a full J2EE build, and rapidly scaled support for Finacle’s global customer base.

Infosys Finacle

Sudhir Babu

Head, Finacle Delivery