Known for offering one of the most comprehensive coverage and life protection plans in India, the client reached out to IonIdea-Dynatrace to improve its user experience.
Apart from providing general insurance, the client also engages in providing reinsurance, insurance claims management, investment management, and a range of individual and group insurance solutions that meet various customer needs such as Protection, Pension, Savings and Investment, and Health, along with Children’s and Women’s Plans.
Existing pain points
The company had introduced a reward scheme that relied on a complex web of technology, systems, and integrations. It had also undergone a major digital transformation over the last few years which included migrating to a hybrid, cloud-native environment built on AWS and a microservices architecture.
While this move enabled the general insurance provider with agility and speed to bring in innovative new schemes and reward systems, it also introduced complexities and challenges that made managing user experience very difficult.
The firm required a solution that specifically suited the web-scale, cloud-native environments and one that would allow them to manage and monitor the performance of their applications effectively.
Identifying Dynatrace as the most appropriate solution
- After assessing all potential solutions, the client turned to Dynatrace, having identified that the automatic and intelligent observability feature provided by Dynatrace’s AI engine, Davis® was a game changer as it would enable them to proactively recognize and rectify issues immediately.
- With Dynatrace’s broadest multi-cloud and technology support, the client would be able to simplify the complexities involved in multiple digital service layers. This would allow the client to innovate faster and deliver outstanding customer experience.
IonIdea’s Dynatrace response
- Understood the various application functionalities and designed dashboards and incidents based on the requirements.
- Configured real-time synthetic URL monitoring for applications and web servers.
- Designed a health check master trip dashboard that exhibited the complete health of the system at a glance.
- Configured payment gateway requests across the application to monitor payment request performance and responses.
- Configured Dynatrace agent for external server to monitor and identify payment applications.
- Enabled User Experience Management for portal application and payment application.
- Provided Triage documents for fine-tuning the application on the basis of the exceptions and errors.
- Constructed a dashboard to classify the application response time to measure its speed and efficiency.
- Provided resources and solutions for new requirements, code flow, and issue analysis based on application teams' requirements.
- Set up a smart alerting system that sends application and server-level failure alerts to mobile devices.
- Fixed performance warehouse issues in the external database to support large data and successfully migrated to the latest 6.5 version.
Short-term and long-term results
- Enabling rapid integration and innovation with automatic and intelligent observability features.
- Gaining deeper insights into the digital experience of the applications through root cause analysis with tracing, logs, and metrics in context which also includes logs connected directly to user sessions.
- Enabling autonomous operations that can automatically identify, diagnose, and remediate real-time issues in a user’s journey.
- Accelerating innovation and creating more business value by removing the need for manual triage by IT team leaving them with quality time for innovation and strategy.
- Enabling faster partner integrations with insights.
Considering how critical customer experience and digital innovation are for the client to achieve their goal, they are delighted to have improved customer loyalty and the bottom line of the business.
Welcome to the comfort of certainty with Dynatrace implementation by IonIdea!
Meta Desc: India's top life insurance company partners with IonIdea Dynatrace to deliver seamless services and ensure customer satisfaction. Read to know more.