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A management consulting firm offering a proprietary software platform to manage ISO-based process frameworks partnered with 18North to stabilize, maintain, and enhance their legacy application. This engagement came in the aftermath of a vendor transition, with minimal documentation or technical handover. The firm’s platform is central to its service delivery and client audits, necessitating urgent remediation and long-term support.
18North took over the product, performed reverse engineering, baselined the environment, and evolved the application into a maintainable, scalable platform through phased engagement.
The client is a boutique consulting organization with its own SaaS-style ISO management product. Their software enables businesses to document, track, and audit their quality processes in alignment with various ISO standards.
Previously managed by another development vendor, the product suffered from:
- Legacy codebase inconsistencies
- Lack of structured documentation
- Accumulated defects and low test coverage
The firm needed a reliable technology partner to stabilize the product, provide continuous support, and take over enhancements critical to client satisfaction and audit cycles.
- Zero Technology Handover: The prior vendor exited without knowledge transfer or documentation.
- Highly Inconsistent Code: Modules had diverging coding patterns, dependencies, and partial implementations.
- Domain Re-baselining Required: Functional flows and business logic had to be rediscovered and reconstructed.
- Legacy Defects: Clients were actively reporting issues during production usage, impacting credibility.
- Need for Sustainable Maintenance: The platform required structure, CI setup, and clean enhancement delivery.
18North implemented a four-phase strategy:
A. Knowledge Transition & Environment Setup
- Rebuilt dev/test environments from available artifacts.
- Reverse-engineered functional behavior by stepping through UI and server logs.
- Conducted functional walkthroughs with client SMEs to map business intent.
B. Baselining & Testing
- Created structured documentation of flows, configurations, and known issues.
- Introduced a defect triage model to classify severity and recurrence frequency.
- Delivered test plans covering core ISO document flows, audit triggers, and notifications.
C. Defect Resolution
- Focused on top-priority defects impacting production stability.
- Conducted root cause analysis and deployed patches within 2-week window.
- Established a release protocol for defect fixes with rollback and audit trail readiness.
D. Continuous Maintenance & Enhancements
- Took ownership of enhancement backlog.
- Delivered new features on top of stabilized modules.
- Recommended and introduced code refactoring opportunities during enhancements.
- Introduced basic monitoring and logging layers for long-term sustainability.
- Stabilization Achieved in < 8 Weeks: Core platform stabilized with repeatable deployment and documented flows.
- 100% Resolution of Critical Defects: The blocking issues impacting production use were resolved early in engagement.
- Enhanced Client Confidence: The consulting firm resumed client-facing usage and resumed audits using the application.
- Sustainable Roadmap Established: Feature backlog transitioned into structured delivery plans with effort estimates and test coverage.
- Reverse-Engineered Success: Team delivered without needing legacy documentation — demonstrating 18North’s adaptability and product salvage capability.
This engagement proved that even a complex, under-documented legacy product can be transformed into a stable and maintainable solution with the right engineering mindset. 18North’s ability to step in post-vendor exit and rescue a mission-critical application reinforces its strength as a dependable partner for mid-sized firms with niche IP platforms.
Tiger Analytics, a global leader in data science, partnered with 18North to deliver a digital web platform that wraps around a machine learning–based optimizer model used for planning retail field force deployments in the Australian market.
While Tiger Analytics developed the ML-based Optimizer, which mimicked and improved upon the legacy Excel planning model used by the end customer, 18North was responsible for building the frontend and backend application layer. This wrapper allowed structured ingestion of planning inputs, real-time validations, orchestration of the Optimizer engine, and intuitive rendering of its output to end users.
Deployed as a responsive, full-stack web application on Azure, this platform enabled field sales planners to simulate manpower plans across regions, activities, and banners with significant efficiency gains.
The end customer — a leading retail organization in Australia — previously used an Excel-based manpower planning tool that helped allocate sales staff to store activities based on multiple variables:
- Market calendars
- Core vs. promotional activities
- Manpower availability
- Budget constraints
- Call plans
To scale and optimize this manual approach, Tiger Analytics was engaged to build a machine learning–driven Optimizer, while 18North was brought in to deliver a robust, business-friendly digital interface — one that would manage the inputs, trigger the Optimizer model, and surface meaningful outputs for planners.
- Co-Execution Across Teams: Needed seamless coordination between Tiger’s ML development and 18North’s application architecture.
- Multiple Interdependent Inputs: Five separate structured files (activity grid, manpower supply, call plan, calendar, sales budget) required validation and harmonization.
- Reusable Output Rendering: Visit plans generated by the Optimizer needed to be dynamically visualized by banner, region, and week.
- Zero Model Rewrites: The ML model was to be treated as a black-box — no internal changes allowed; all orchestration and API wrapping had to respect this constraint.
- Scalable UI/UX: Replace spreadsheet workflows with a responsive, collaborative, browser-native experience.
- Tight Build Timeline: 14 weeks from design to deployment.
18North developed a full-stack web platform that acted as a wrapper and orchestrator for Tiger Analytics’ Optimizer model, delivering seamless planning capability to end users.
A. Discovery & UX Co-Design
- Collaborated with Tiger and customer stakeholders to define:
- User roles and journeys
- Input/output expectations
- Optimizer integration checkpoints
- Delivered:
- Interactive wireframes and Adobe XD mockups
- UI component library for forms, uploads, reports, dashboards
- Prototypes validated with 5 end users and revised iteratively
B. Frontend & Structured Input Handling
- Technology Stack: Angular 12, Bootstrap, HTML5, responsive design
- Built interfaces to:
- Upload five critical inputs
- Auto-validate data consistency and formatting
- Modify planner-level values (e.g., target utilization %)
- Optimizer trigger button allowed users to run the engine once inputs passed validation
- Post-run, the visit plan was visualized through:
- Filters for time period, region, banner, store
- Summary dashboard of over/under allocation
C. Backend API Wrapping & Optimizer Orchestration
- Technology Stack: Python 3.x, Django REST Framework, MySQL
- Developed middleware to:
- Receive and validate input files
- Call Tiger’s Optimizer script as a batch process
- Parse model output into structured JSON
- Feed data to frontend for rendering
- Used Swagger documentation for API contracts
- Embedded model status tracking (e.g., “Processing”, “Completed”, “Error”)
D. Testing, Deployment & Support
- QA across devices and browsers
- Deployed on MARS Azure App Service with CI/CD pipelines
- Supported UAT in Azure QA environment
Provided triage and performance tuning post-launch
- ML Optimization System Operationalized: Tiger’s Optimizer transitioned from dev tool to production-ready solution with full business usability
- Simulation and Planning Time Cut by 40%: Planners could now test multiple resource plans with input variations and quick re-runs
- Black-Box Model, Cleanly Orchestrated: 18North’s wrapper respected ML boundaries, requiring no refactoring of Tiger’s core model
- Cross-Functional Usability: Sales, HR, and Finance all accessed role-specific dashboards
- Sustained Reuse: The wrapper’s modular design allows it to be reused in other manpower planning and capacity balancing domains
This co-created solution between Tiger Analytics and 18North demonstrates the power of combining advanced data science models with robust application engineering. By delivering a wrapper that structured inputs, managed validation, and rendered outputs at scale, 18North helped unlock the Optimizer’s full business value — enabling faster, more accurate field planning at enterprise scale.
As digital adoption accelerated across customer-facing channels, two global organizations — one in Fintech, the other in Retail Fulfillment — partnered with 18North to design and deploy conversational BOTs capable of intelligent customer interaction, automated support resolution, and seamless handoffs to backend services.
By tailoring each solution to the platform ecosystem and user expectations of the respective domain, 18North leveraged the best-suited conversational AI tools — Google Dialogflow for fintech, and Amazon Lex for retail/logistics workflows
- Fintech BOT (Dialogflow):
- Client: A digital payments organization in the UAE with wallet, remittance, and gateway services.
- Need: 24×7 chatbot support for Tier-1 queries, onboarding, balance checks, and regional compliance — across English and Arabic interfaces.
- Retail Fulfillment BOT (Amazon Lex):
- Client: A Dubai-based retail group needing BOT-driven automation of order fulfillment, status tracking, and customer communication.
- Need: Voice/text-based interactions via websites and future Alexa/SMS channels, integrated with back-office systems.
- Multilingual Demand: Arabic and English had to be fully supported in the fintech use case.
- API Fulfillment: Bots needed secure, low-latency access to existing REST APIs.
- Channel Versatility: Bots were expected to work across mobile web, desktop portals, and future IVR/voice systems.
- Cloud-Native Design: Each client preferred a scalable, serverless, cloud-native footprint.
- Domain-Specific Logic: Fintech required transactional workflows; retail needed real-time updates tied to order lifecycle.
18North implemented two independent, domain-specific conversational platforms:
A. Fintech BOT – Dialogflow + AWS Lambda
- Platform: Google Dialogflow Standard Edition
- Features:
- 50+ engineered intents including “wallet top-up,” “track remittance,” “agent assistance.”
- Multilingual NLP: Enabled seamless English and Arabic transitions.
- Contextual handling for multi-turn dialogues using Dialogflow contexts.
- Fulfillment Layer:
- AWS Lambda for API orchestration via secure webhooks.
- Payload generation, response formatting, and encryption.
- Omnichannel:
- Integrated with customer portal, mobile web, and WhatsApp via Twilio.
- Security & Logging:
- API key validation, session token management, AWS CloudWatch logging.
B. Retail Fulfillment BOT – Amazon Lex + AWS Backend
- Platform: Amazon Lex
- Features:
- Intent modeling for order lookup, rescheduling, FAQ handling, and shipment tracking.
- Configured slot filling for guided, voice-like conversations.
- Integration:
- Lambda-backed fulfillment triggered business workflows in real time.
- Future provisioning for Alexa and IVR use cases.
- Voice/NLP Design:
- Tailored for transactional query formats and eCommerce vernacular.
- Amazon Polly used for speech response prototyping.
| Metric | Fintech BOT (Dialogflow) | Retail BOT (Amazon Lex) |
|---|---|---|
| Languages Supported | English + Arabic | English (voice/text) |
| Channels | Mobile web, WhatsApp, Desktop Portal | Webchat, future Alexa, IVR ready |
| Avg. Monthly Sessions | 15,000+ | 8,000+ |
| Tier-1 Query Resolution | 60% automated | 70% automated |
| Average Onboarding Time Drop | ↓ 35% via guided flows | ↓ 50% in repeat order inquiries |
| Backend Integration | Wallet, Remittance, Ticketing APIs | Order, Delivery, CRM Systems |
By leveraging the right conversational stack for the right domain, 18North delivered AI-powered bots that not only automated customer support, but also scaled across cloud infrastructure, language barriers, and transactional complexity. These pre-LLM BOTs remain extensible — ready to evolve into hybrid or LLM-augmented assistants in future rollouts.
AFcare (AF eClinic) is a digital health platform designed by 18North for a UK-based healthcare group focused on helping patients and charities tackle Atrial Fibrillation (AF) through assisted diagnosis and treatment planning. The platform enables self-diagnosis, caregiver assistance, and medical consultation support — all via a secure, multi-tenant web application with personalized workflows.
With AFcare, 18North built a decision-tree-driven, API-centric diagnostic and treatment engine, helping users determine their AF type, assess stroke/bleed risks, and access tailored treatment options using clinical protocols.
Educational Initiatives (Ei), a pioneer in K–12 learning innovation, partnered with 18North to conceptualize, design, and develop the QMC Portal , a digital-first platform for managing the lifecycle of educational questions. From authoring to multilingual rating, the QMC system empowers decentralized question creation, review, and quality assurance. 18North delivered the Minimum Viable Product (MVP) through an agile, sprint-led approach using a secure, scalable full-stack web architecture.
A leading third-party inspection and testing company in the commodities logistics domain engaged 18North for a full-stack digital transformation initiative. Their operations — including sampling, lab testing, certification, job audit, and billing — were entirely manual across 22 branches and 16 NABL/non-NABL labs. The mandate was to design a modular digital platform to support operations such as vessel, rake, truck, barge, bunker, and container inspections, while ensuring NABL compliance and field-to-lab traceability.
The client — a healthcare-led group of stakeholders with experience in clinical pathways, patient engagement, and non-profit healthcare delivery — needed a platform to empower:
- Patients managing Paroxysmal, Persistent, or Long-standing AF
- Caregivers assisting elderly or dependent users
- Medical charities and practitioners offering subsidized diagnosis
Their aim was to digitize the full AF management lifecycle, from patient history capture to follow-up instructions, with transparency, security, and audit trails aligned with GDPR and NHS interoperability principles.
Ei needed a digital platform to enable distributed curation of test items, supporting both Multiple Choice Questions (MCQ) and Free Response Questions (FRQ) across subjects and grades. The users — including teachers, content creators, reviewers, and raters — span regions and languages, requiring a system that was multilingual, mobile-responsive, and aligned with CBSE frameworks and assessment standards. The system also needed to integrate with Ei’s content ecosystem and governance workflows.
The client operates across multiple verticals like coal, steel, agro-products, fertilizers, and minerals, offering services like sampling, cargo surveys, collateral management, and quality control. Their widespread presence spans major Indian ports and industrial corridors. With growing demand, their paper-based systems and Excel workflows hindered scale, compliance, and audit readiness. Leadership recognized the need to shift toward a unified, digital-first model for both lab and field operations.
- Functional Architecture
The platform is organized into three modules:
- Diagnostic Engine:
- Stepwise questionnaire capturing: “About You”, “Medication”, “Interventions”, “Symptoms”.
- Risk scoring: Stroke Risk, Bleed Risk.
- Dual path for ECG+ (Direct to PAAF, PEAF, LSAF) and ECG− (Requires Symptom Scoring → QECG, 7ECG, EVNT).
- Invokes 8 distinct decision trees (B15.1–B15.8) to derive personalized treatment end-points.
- Treatment Planner:
- Provides user-specific medication or procedure options (e.g., rate/rhythm control, ablation).
- Offers revisit timelines, return logic, and explanations of interventions.
- Entity-Level Offers & Free Trials:
- Charities or practitioners configure “first X patients free” or “Y days free usage”.
- Intelligent logic ensures offers are not consumed by returning patients.
- Payment triggers only when eligibility expires.
- Technology Architecture
- Frontend: HTML5, CSS3, Bootstrap, jQuery — lightweight, responsive for mobile/desktop use.
- Backend: Java 8, Spring Boot APIs, Hibernate ORM.
- Database: MySQL, with no triggers/procedures; future-proofed for reporting and archival layers.
- Security Layer:
- CSRF protection, tokenized APIs
- AES-level encrypted data transit
- GDPR audit trail with user consents and session logs
- Decision Trees: Externalized in JSON/XML, parsed at runtime to ensure zero code changes for medical logic updates.
- CMS:
- Static content (e.g., privacy, FAQs) managed via dedicated CMS
- Clinical modules separated to avoid accidental edits
- UI/UX and Accessibility
- Guided flows for users based on AF familiarity.
- Content blocks for “What is AF?”, “Living with AF”, and “How We Can Help”.
- Low-fidelity prototypes transformed into browser-tested responsive pages.
- Accessibility and clarity prioritized for older patients and caregivers.
- Clinical Decision Complexity: Medical treatment decisions required parsing 8+ decision trees, factoring in patient history, symptom severity, ECG results, allergies, and medication constraints.
- Non-Linear Patient Journeys: Patients could enter at various stages — first-time users, repeat diagnoses, or care-assisted sessions — each requiring contextual handling.
- Security and Compliance: Needed strong GDPR compliance, role-based access, encrypted data flow, and consent logging.
- Multi-Tenant Flexibility: Charities and practitioners needed portal-level configuration for free trials, patient caps, and white-label settings.
- Content + Clinical Separation: Static pages (About AF, FAQs) had to be editable by admins without affecting the diagnostic engine or treatment paths.
- Disparate spreadsheets, docs, and email-based workflows slowed down question curation.
- Lacked transparency on rating quality, audit history, or content lifecycle.
- No centralized repository for content linked to user actions or approval stages.
- Pre-login content (info pages, branding) had to be separately managed by non-technical teams.
- Needed to handle role-based workflows across teachers, raters, reviewers, and admin.
- Redundancy & Errors: Multiple Excel entries led to duplication and inconsistent data.
- Lack of Operational Visibility: Manual tracking delayed decision-making.
- Compliance Gaps: Meeting NABL and customer certification standards was effort-intensive.
- Fragmented Processes: No central system for labs, audits, tenders, or invoicing.
- Change Resistance: Users were accustomed to long-standing manual workflows.
The global pandemic disrupted one of the most essential governance rituals in the corporate calendar — the Annual General Meeting (AGM). A Swiss-based organization engaged 18North to design and develop a virtual AGM platform to ensure legally compliant, secure, and inclusive shareholder participation while maintaining regulatory alignment with GRC (Governance, Risk, and Compliance) requirements. The initiative was named AGD – Annual General Meeting at a Distance.
A digital payments company partnered with 18North to create a robust, multi-tenant Subscription Management Platform from the ground up. The platform was envisioned to support flexible subscription logic, dynamic pricing, partner integration, and country-wise configurations for fintech clients with global footprints. The goal was to shift from monolithic limitations to scalable microservices with modular lifecycle control.
- Mobile: Titanium Appcelerator, PHP-based Mobile Web
- Process: KT reviews, audio capture, iterative documentation
- Monitoring: Custom dashboards for defect and CMN tracking
- Security: Alignment with cross-border data handling standards
- MVP in < 6 Weeks: Full AF diagnostic cycle delivered — from history to treatment summary.
- Decision Tree Power: Medical complexity handled via lightweight, external logic — adaptable, compliant, and low-maintenance.
- Regulatory Readiness: GDPR alignment certified by independent CISA auditors.
- Multi-Tenant Portal: Charities and practitioners self-manage usage policies — boosting adoption.
- Audit and Analytics: Logging via file-based tools (e.g., log4j); analytics for patient drop-offs, page views, symptom patterns.
- Agile Development Roadmap
- Delivered MVP through six defined sprints, starting with login, dashboard, question creation (MCQ/FRQ), and progressing to submission, multilingual rating, reports, notifications, and admin controls.
- Early hosting done by Ei; 18North managed architecture and deployment readiness from Day 1.
- Full-Stack Architecture
- Frontend: React.js + HTML5/CSS3/SCSS + TypeScript.
- Backend: Node.js with Express.js for API services.
- Databases: PostgreSQL for core logic and WordPress DB for CMS-driven pre-login content.
- Hosting: AWS EC2 instances for UAT and production; provisioned with optional WAF & Load Balancer.
- Security & Audit: Authentication, session management, and auditing modules built into core.
- Functional Architecture – From User Flow to Workflow
- The QMC system was designed with a modular, role-based functional architecture to support content creation and governance at scale:
1. User Access & Security- Login, Registration, Forgot Password
- Role-based Access Control for Teachers, Raters, Reviewers, and Admins.
- Teacher–Author Workflow
- Dashboard: Personalized view for creating and managing content.
- Profile Display: Update/view personal info and contributions.
- Question Authoring: MCQ and FRQ formats supported, with rich text fields, metadata tagging, and language input.
- Submission: Moves authored questions to the next review/rating stage.
- Review & Rating Workflow
- Raters and Reviewers interact with submitted questions.
- Features: Rating based on defined rubrics. Optional Voting for consensus or quality indication.
- Multilingual Enablement
- Both content and interface support multiple Indian languages.
- Designed to ensure regional inclusivity and broader outreach.
- Reporting & Notifications
- – Test Reports: Show progress, submission counts, ratings status.
- – Notifications: Email/SMS messages on status changes and approvals.
- Admin & Pre-login Modules
- – Admin Dashboard: Controls for user permissions, workflow overrides, and content moderation.
- – Pre-Login CMS: Powered by WordPress — allows Ei teams to independently manage static pages like FAQs, About, and Guidelines.
This user flow reflects the full lifecycle of content creation — from ideation to approval — while allowing transparency, governance, and multilingual participation at every step.
- Discovery-Led Blueprinting: 4-week co-design with process owners. Deliverables included BPMs, architecture, UX wireframes, and roadmap.
- Empathetic Prototyping: Modules validated via real user feedback loops.
- Build vs. Buy: Core systems built in-house; off-the-shelf HRMS/accounting integrations recommended.
- Seamless Implementation: 13-month phased go-live, parallel testing with manual systems, strong change management.
Headquartered in Switzerland, the client organization is structured around strong regulatory compliance and stakeholder accountability. With COVID-19 making physical meetings impossible, their governance framework faced significant continuity risks. They required a digital platform that could simulate and even improve upon traditional AGM practices — securely managing resolutions, voting, and real-time stakeholder feedback across geographies.
The client operates in the digital payments space, serving institutions, merchants, and end-consumers. Its key offerings include cross-border remittance, payment gateway, and wallet platforms across 24 countries. With a fragmented and hard-coded subscription system, the organization struggled to scale or customize offerings per region, partner, or regulatory needs.
- MVP in < 6 Sprints: From zero to production with real-world usage in under two months.
- Clean Role Management: Multiple user personas (Teachers, Admins, Raters) each with tailored dashboards and access control.
- Scalable Design: Supports future addition of question banks, quizzes, and assessments aligned with CBSE/NAS.
- Pre-login Flexibility: CMS-based WordPress layer allowed Ei teams to manage landing pages and static content independently.
- Multilingual Support: Enabled content creation and rating across Indian languages, aiding outreach and regional inclusivity.
- Lab Operations at Scale: 39,000+ samples, 14,500 verified, 16,000+ certificates issued across 12 labs.
- Field Ops Digitization: 2,850 job instructions across sampling types like rake, truck, vessel, etc.
- Certifications & Billing: 3,746 certificates and 2,179 invoices auto-generated, integrated GST tracking.
- Efficiency Gains: 50% fewer manual errors, 40% increase in operational efficiency.
- Geographic Scale: 35+ locations, 98 users, 441 logins, centralized coordination.
- Unified Workflows: Lab–field–finance data integrated, billing tied to QA approval.
- In-person meetings were infeasible due to pandemic restrictions.
- Existing video conferencing tools lacked GRC-grade controls, audit trails, or contextual workflows for AGMs.
- High expectations for data privacy, participant authentication, and multi-device accessibility.
- Required low learning curve for older or less tech-savvy shareholders.
- No reusable component architecture for subscription lifecycle.
- High dependency on the in-house remittance platform for user authentication and SSO.
- Inflexible integration with external payment gateways and limited ability to isolate failures.
- Manual workarounds for top-ups, discounts, renewals, and notifications.
- The previous in-house microservices attempt had failed to deliver usable outcomes.
AFcare demonstrates how deep medical logic, user simplicity, and regulatory compliance can coexist in a unified eClinic platform. Built for scale, auditability, and patient-centric design, it now stands as a blueprint for clinical-grade, non-hospital digital diagnosis platforms.
18North architected a secure, easy-to-use virtual platform tailored for Annual General Meetings:
- End-to-End AGM Workflow Digitization: Agenda setup, live broadcasts, resolution display, and live voting captured through structured digital flows.
- Role-Based Access: Shareholders, board members, and moderators had unique views, permissions, and interaction rights.
- Secure Voting Mechanism: AES encryption, secure token issuance, and audit-trail creation for every vote cast.
- Live Feedback and Q&A: Integrated public and private chat functions enabled real-time feedback and director interactions.
- Device Agnostic UI: Designed for desktops, tablets, and mobile phones to ensure wide participation without installation hassles.
18North designed and developed a microservices-based SaaS platform with built-in flexibility and scalability:
- Dynamic Subscription Lifecycle: Built core flows including registration, plan selection, renewal, cancellations, and top-ups.
- SSO & Role-Based Access: API handshake with the remittance platform enabled seamless partner and tenant integration.
- Multi-tenant Enablement: Logical separation by organization, product, plan, customer, and user ensured tenant-level isolation and extensibility.
- Payment Gateway Integration: A dual-mode interface (B2B and S2S) managed encryption, failure capture, and fraud prevention using AES 64-bit protocols.
- Notification Engine: Custom email/SMS templates configured per partner and triggered via events.
By replacing siloed manual processes with a centralized, modular digital platform, the client significantly boosted operational efficiency, reduced compliance risks, and improved service reliability. The platform now serves as the digital nervous system of the organization — adaptable to new business units and scalable for future growth.
By embedding structure, workflow clarity, and multilingual access into the QMC Portal, 18North enabled Ei to scale its question curation efforts across geographies. The platform now stands as a blueprint for collaborative academic content generation — traceable, extensible, and purpose-built for India’s diverse educational needs.
Faster Market Launch: New subscription models rolled out in 6+ corridors within 3 months.
Operational Efficiency: Reduction in support queries and manual interventions through automated lifecycle transitions.
Robust Security: AES-based encrypted transactions, token validation, and hardened session flows.
High Availability: Core microservices scaled independently; user services run efficiently on lightweight infrastructure.
Client Confidence: The solution became a flagship reference platform, reversing the previous failure.
- Business Continuity: Conducted first fully virtual AGM with 100% quorum and real-time compliance logs.
- Enhanced Transparency: Audit-ready logs for every agenda point, vote, and interaction ensured GRC alignment.
- Increased Participation: Higher shareholder turnout compared to physical meetings — attributed to accessibility and time flexibility.
- Post-Event Archiving: Auto-archived all media, resolutions, and transcripts for downstream compliance and legal review.
A. Functional Architecture
- Domain-Driven Design: Independent microservices mapped to entities like User, Plan, Top-Up, Coupon, and Notification.
- Client-Side UI Pattern: Angular-based front-end with lightweight presentation layer for responsiveness.
- Subscription Core: Services for managing plans, top-ups, renewals, cancellations, payments, and white labeling.
- Gateways & Brokers: Kong API Gateway with HTTP header-based CORS. RabbitMQ considered but REST preferred for simplicity.
- SSO & Credential Management: Services integrated with remittance platform for seamless partner login flows.
- Entities Layer: Templates for Plans, Top-ups, Coupons, and Notification dynamically instantiated per tenant.
B. Non-Functional Architecture
- DevOps Tooling: Recommendations made for Docker (Container), Jenkins (CI/CD), ELK (Logging), and Dropwizard/Prometheus (Metrics).
- Security: Bespoke session tokening using cookies; OAuth2 and Keycloak evaluated but not adopted.
- Rate Limiting & Tracing: Kong-based throttling and distributed tracing options (Zipkin, Google Dapper) considered.
- Scalability:
- High-volume services (e.g., Payments, Subscription Lifecycle) horizontally and vertically scaled.
- Low-volume services (e.g., User Service, Credential Mgmt) deployed on lightweight virtual servers.
- Fault Tolerance: Retry/circuit breaker logic embedded into gateway layer with clear failure routing and fallback paths.
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
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