90% reduction in deployment time and 2x increase in operating speed through a large-scale migration to the cloud
Executive Summary
Challenge: Our client needed a large-scale migration and automation in the cloud with optimisations of the processes in a customer app aimed at managing insurance claims. The company had to focus on improving the efficiency and ensuring service stability and predictability.
Approach: Our collaboration is ongoing. We constantly improve the cloud-based application and automate the processes in the cloud (Azure), supporting the whole infrastructure of the existing application in different versions. We work in 3 delivery streams: DevOps, Platform Engineering, BAU.
Result: Our team achieved a 90% reduction in deployment time and swiftly cleared over 40% of BAU backlog in just 7 days, demonstrating a 2.5 times increase in ticket closure speed. Through automated solutions, we doubled our operating speed and enhanced collaboration, completing tasks five times faster, showcasing our commitment to efficiency and delivering exceptional value.
Services we used:
Table of Contents
About the client
Our client is an innovator in the insurance industry and a provider of a managed services platform for Claims Management.
Business challenge
The client is currently focused on a strategic business transformation aimed at improving financial performance, developing new revenue streams to diversify income sources and expand into new segments of the insurance market, and eliminating technical barriers such as deployment delays to accelerate customer acquisition.
Having these business goals in mind, they sought a professional partner to migrate multiple products from their on-premises infrastructure to the cloud while ensuring service continuity and scalability. The platform performance and reliability had to be streamlined in order to improve customer satisfaction. Another vital issue was to enhance operational efficiency by eliminating knowledge silos across the company.
Optimisations for greater efficiency
Cloud migration
We achieved a 90% reduction in deployment time, decreasing it from 24 weeks to just 2 weeks. This improvement in cloud infrastructure and platform efficiency enabled our client to meet strategic objectives, such as acquiring and onboarding new customers more effectively.
We successfully developed and executed migration pipelines to transition the client’s managed services platform to the cloud. This transformation was marked by timely delivery of key milestones, ensuring a smooth and effective transition to a modern infrastructure.
Platform Engineering and BAU support
To shield the cloud migration effort from operational distractions, we assumed responsibility for BAU (Business as Usual) support. This resulted in a remarkable 250% increase in ticket resolution velocity within the first week and a 40% reduction in backlog.
Over six months, our team handled 500% of the task volume and significantly enhanced operational efficiency.
IT Service Management process integration
By implementing robust Incident, Problem, and Change Management processes, we helped reduce operational risks and eliminate knowledge silos.
This integration ensured a more resilient and collaborative environment for managing IT services.
Metrics-driven optimisation
Working in our performance-led model and focusing on performance metrics enabled us to drive significant efficiency gains.
Within six months, our pipeline team achieved 200% of the velocity baseline set by the client’s team, demonstrating a commitment to continuous improvement and operational excellence.
Main benefits of our partnership
- We achieved 90% reduction in deployment time, decreasing it from 24 weeks to just 2 weeks
- We provided our client with a scalable, reliable, and efficient solution, supporting their future business growth
- Our team increased ticket resolution efficiency by 250%, streamlining operations and reducing delays
- We doubled our operating speed and enhanced collaboration through automation, completing tasks five times faster
- ITSM processes eliminated knowledge silos and created a resilient and collaborative environment
- Penetration testing ensured a more robust and secure platform
Technologies used in the project
