Caller Verification
Consumers can call Lowell. At peak times, call volumes reach one call every two seconds. In collaboration with a provider of IVR systems (Interactive Voice Response), a system was created in which callers automatically verify themselves using their case reference number and personal data. After successful verification, they are transferred to a case worker, whose system automatically opens the correct file. The project focus was on the highest possible availability, as outages would have caused significant additional workload for case workers.
- Onboarding new Lowell subsidiaries
- Adaptations and extensions of the interfaces
- Definition of the API with a focus on compatibility
- Communication of the API to third-party providers
- Testing the interface locally, in the CI build, and in production (partially semi-automated)
- Rolling out the API with zero downtime in a Kubernetes cluster
- Analysis and resolution of production errors based on log entries
- Analysis of connection issues in the Akka.NET code
- Monitoring of incoming calls
Claim Data for the Consumer Portal
Lowell's consumer portal is a central digital service platform for individuals with outstanding claims at the debt collection agency. Lowell consists of multiple companies that are separated both organizationally and technically. Several different debt collection software systems had to be mapped onto a single API.
- Onboarding new Lowell subsidiaries
- Adaptations and extensions of the interfaces
- Definition of the API with a focus on compatibility
- Testing the interface locally, in the CI build, and in production (partially semi-automated)
- Rolling out the API with zero downtime in a Kubernetes cluster
- Analysis and resolution of production errors
- Reduction of the number of services, as the microservices had been cut too small
- Fixing security vulnerabilities and hardening API interfaces after penetration tests
- Guiding the development team to sustainably avoid identified weaknesses
- Defending the system architecture against external security auditors