Application Support in a 24/7 Model Ensuring High Application Availability and Performance

A large Property and Casualty insurance provider was looking for a reliable partner to manage its corporate applications - the Enterprise Technology Services (ETS). Trianz was engaged to manage the application in a 24/7 model ensuring high application availability and performance despite complicated user requests, involvement of multiple stakeholders and high volumes of customer interactions with the application.

Business Challenge

  • The client had to provide regular and frequent updates due to system stability challenges. Complicated user requests were necessitating regular follow-ups and communication. Also, the upstream and downstream systems and people dependency on multiple stakeholders were creating issues. The system was unavailable due to frequent critical errors.

Technology Components

  • 50+ enterprise applications & 15+ technologies

  • Major technology areas – Java, Mainframe , Oracle HR, Informatica, Documentum Captiva, Unix and Linux

Approach

  • Completed automation of key processes

  • Identified improvements in different applications through investigations and analysis

  • Completed a high number of permanent fixes

  • Provided faster and reliable workarounds for quick customer satisfaction

  • Performed new technology platform migrations

  • Established metrics-driven framework to measure success and failure

  • Built iterative functions to develop competency in regular tasks

Transformational Effects

  • Improved the overall total cost of ownership

  • Increased customer satisfaction by increasing system uptimes and service level optimization & quick turnaround on issues

  • Enhanced user experience by improving the resolution times of the issues

  • Elimination of issues through incident resolution

  • Streamlining of process to become more mature and impactful

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