BBVA Compass Ensures a Better Mobile Experience for its Customers using Keynote’s DeviceAnywhere Platform

28 02 2013

BBVA-Compass-LogoKeynote provides access to hundreds of real mobile devices for BBVA Compass to test their rapidly growing portfolio of mobile apps and services

Keynote® (Nasdaq: KEYN), the global leader in Internet and mobile cloud testing & monitoring, today announced that BBVA Compass, one of the 15 largest banks in the United States with a leading franchise in the Sunbelt region, has selected Keynote’s DeviceAnywhere platform. BBVA Compass uses DeviceAnywhere to test its rapidly growing portfolio of mobile apps with a large number of mobile devices during the development process to ensure a high level of customer satisfaction in a cost effective manner.

“Mobile apps are an increasingly critical service—and we want to make sure they work flawlessly before they are available to customers,” explained Chris Causey, mobile channel manager at BBVA Compass. “DeviceAnywhere allows us to test our mobile apps with virtually any mobile device without the need to purchase expensive service plans or ship the device to different development centers. With this capability, we can fix glitches early in the development process to reduce costs and improve the customer experience. Prior to implementing Keynote DeviceAnywhere it was challenging to fully and adequately test our applications because we could only test them with a limited number of devices.”

With the DeviceAnywhere platform, companies have the ability to access hundreds of real mobile devices including iOS, Android, Windows, and BlackBerry devices from anywhere in the world. Companies can also utilize a free tool (Test Case Manager) to build, manage, and maintain their test cases all in one, convenient location.

BBVA Compass developed many test cases using the Test Case Manager tool within DeviceAnywhere allowing their team members to capture results for review. These test cases allow them to examine functionality such as checking account balances, looking up transaction histories, paying bills and transferring funds between accounts. Developers also perform ad hoc testing by going through varying sequences of opening windows and tasks to identify the source of errors that occur on one version of a device but not another.

“Using DeviceAnywhere, our customer satisfaction scores have improved steadily because we understand what our customers see and can quickly diagnose problems,” said Causey. “In addition, we’re getting significantly higher ratings for applications that we make available through app stores.”

Development costs are also lower. The company’s development experience backs up estimates that costs are 50 to 200 times higher to fix bug issues as the project life cycle progresses and gets closer to implementation. (Source: “Software Project Survival Guide,” Steve McConnell, Microsoft Press)

In the near future, BBVA Compass plans to expand its use of DeviceAnywhere to its customer service centers. By making available hundreds of mobile devices to customer service agents from all over the U.S. through the Internet, agents will be able to test apps using the same devices customers use so they can replicate what the customer sees and more quickly troubleshoot problems.

“DeviceAnywhere was designed specifically to allow organizations to test mobile apps and websites on any mobile device from any location,” said Rachel Obstler, senior director of product management at Keynote. “BBVA Compass’ use of Device Anywhere for their development and customer support operations is a perfect example of how organizations can use this solution to improve customers’ satisfaction with their mobile solutions.”

To learn more about DeviceAnywhere Free view: http://www.keynotedeviceanywhere.com/da-free-product-overview.html

To learn more about the Keynote DeviceAnywhere platform including DeviceAnywhere Test Center Developer and DeviceAnywhere Test Center Enterprise view: http://www.keynotedeviceanywhere.com/