10x and SCC

Overview

10x Banking deliver Banking as a Service to client banks and providers of financial services, utilising 10x’ SuperCore™ platform to enable the radical simplification of their technology stacks, allowing organisations to focus on becoming more customer-centric, and giving them the ability to easily scale with market growth.

Since launching in 2015, 10x has seen significant growth, with the platform now being accessed by millions of users every day. As the platform scaled, the technical support requirements increased and this led 10x to consider the most efficient way to deliver support services at scale. In 2021, 10x signed contracts with SCC to provide a dedicated 24/7/365 Service Support function, delivered via SCC’s International Service Centre in Romania. The Service Support Team actively monitors 10x’ platform and provides first and second line support for platform issues, as well as supporting the major incident process. Using the SCC Service Support Team allows 10x to focus on driving innovation, while we help them scale by managing the platform they’ve built.

The Solution

On SCC developing the service in line with 10x and their requirement, Vic Sharma, 10x Global Head of Service Operations said: “This is a service which was tailored and created for us as a business. So being able to have input in what we want, around the teams and the structures and the way the shifts are going to work, can actually create something that is unique for 10x. It doesn’t necessarily feel like an SCC Service Centre, it feels like a 10x/SCC Service Centre.”

As 10x continues to expand their reach globally, with the corporate mission of being the global banking operating system of choice, and scaling to serve 1 billion end-user customers within the next decade, having a partner which understands that journey and can scale up quickly, growing with them, is key to success. Vic continued: “We are on a journey as a business and needed a partner that gets that journey and wants to work with us and actually understands that we may ask them for something slightly different on occasion. The mindset and certainly with an old-fashioned IT has been “this is the way we have always done it.” That’s something that I don’t subscribe to and SCC – they get it. They understand the fact that we want to break boundaries, we want to move mountains and I think that’s really important.”

“They’ve gone that extra mile, to make sure we are achieving those goals.” – Vic Sharma, Global Head of Service Operations, 10x

Creating a ‘One Team’ ethos between the 10x Team and SCC Service Centre Team was very important to Vic and the 10x team and since the service went live in December 2021 SCC and 10x have worked closely together to support the achievement of 10x’s goals. Vic said: “I use the term, ‘my Service Support Team’ because I don’t see them as SCC anymore, I see that family, that whole which is really important to me, as my teams, we work as one – forget your badge or which company you work for, forget all of that, we’re on the same mission, we’re here together and we’re here to do a good job. Together.”