The client, a leading digital payments company with the third-largest market share in the Indian payment gateway space, engaged 18North to stabilize and manage their flagship cross-border remittance portfolio. The engagement involved knowledge transition, application management, performance engineering, and domain re-baselining of their mobile sites and apps, covering 24 operating corridors across North America, Europe, the Middle East, and Asia-Pacific.

The client offers end-to-end payment processing services to institutions, merchants, and consumers. Their portfolio includes web portals, iOS/Android mobile apps, and remittance engines that are business-critical across multiple international corridors. Previously managed by another vendor, the platform required immediate takeover, stabilization, and performance tuning to meet evolving SLA expectations and customer growth targets.

• No formal technology or documentation handover from the outgoing vendor. 
• Highly inconsistent source code and unstructured infrastructure setups. 
• Continuous flow of high-priority production defects and complex change requests. 
• Inefficient legacy performance leading to poor user experience on mobile sites and apps.

18North executed a phased application management program anchored on four pillars:

• Service and Knowledge Transition: Divided into logical business and technology components, we created in-depth documentation of remittance products and platform know-how.
• Application Performance Re-engineering: Used detailed profiling and engineering to reduce maximum response time to 5 seconds and average to 3 seconds.
• Defect and Change Management: Prioritized 83% high-severity defects with a one-month SLA to resolution. Handled continuous CMNs with structured estimates and delivery control.
• Domain Understanding: Modeled and documented remittance lifecycles across corridors, integrating currency, compliance, and payment mode variability.

• Average Performance Improvement: 70% 
• Max Performance Uplift: 92% (specific endpoints) 
• Issue Resolution: 100% of critical/high defects closed within first month 
• Transition Efficiency: Completed KT and service rollout in under 10 weeks 
• Client Confidence: Secured long-term management of remittance portfolio