About the Company
The client is one of the world’s largest providers of insurance, annuities, and employee benefit programs, with revenue exceeding $50 billion and over 10,000 employees globally. Operating in the healthcare industry, the client faced significant challenges in managing their complex workflows, infrastructure, and processes across multiple Lines of Business (LOBs).
Background of the Business Problem
The client faced a multitude of challenges spanning across their Infrastructure, Application, Process, and Quality areas. These challenges were hampering efficiency and increasing costs. Key issues included:
Infrastructure:
- Over-provisioning of infrastructure, leading to inefficiencies and higher costs.
- Lack of a sustainable disaster recovery strategy, increasing the risk of extended downtime in critical scenarios.
- Absence of enterprise-wide architecture design artifacts, creating inconsistencies in system development.
Application:
- Workflow inefficiencies due to the absence of automated retries at various levels.
- Insufficient error logging and limited notifications for workflows, causing delays in identifying and addressing issues.
- Workflows distributed across multiple versions and technologies, leading to fragmented processes and management challenges.
Process:
- Critical failure points in document reconciliation, preventing accurate reporting and data integrity.
- Gaps in functional implementation caused by limited business involvement, which led to misalignment between business requirements and technology solutions.
- Lack of a single holistic view across all LOBs, resulting in poor oversight and management inefficiencies.
Quality:
- Limited functional coverage during releases, compromising the effectiveness of quality assurance processes.
- Lack of tracking for Business Level SLAs critical to quality (CTQ).
- Ineffective defect segregation during workflows, increasing the chances of undetected issues in production environments.
Our Approach & Solution
To address these challenges, Infinite implemented a structured approach designed to target specific pain points within the client’s LOB workflows. This comprehensive solution significantly improved operational efficiency, reduced errors, and enhanced overall product reliability. The solution involved the following key steps:
Comprehensive Assessment
- A detailed evaluation of each in-scope LOB and their workflows was conducted to identify critical pain points.
- Current processes were analyzed against key performance parameters, identifying areas for improvement.
Prioritization and Recommendations
- Critical pain points across each LOB were prioritized based on four key parameters: infrastructure, application, process, and quality.
- A comprehensive roadmap was developed to address both short-term and long-term solutions, ensuring sustainable improvements.
- The focus was placed on minimizing process gaps, human errors, and inefficiencies.
Implementation and Monitoring
- Recommended solutions were implemented, and their effectiveness monitored.
- A continuous feedback loop was established to refine and improve the approach on an ongoing basis, ensuring that improvements were sustainable and aligned with the client’s evolving needs.
Business Outcomes
The solutions provided by Infinite resulted in significant improvements across multiple areas of the client’s operations, including:
Infrastructure
- Improved license and server utilization leading to more efficient use of resources.
- Faster recovery times and better disaster recovery planning, reducing downtime risks.
- Enhanced operational efficiency, resulting in lower total cost of ownership (TCO).
Application
- Minimized manual interventions, improving workflow operations.
- Better code handling and more effective monitoring, leading to fewer defects.
- Scalability improvements through the modernization of legacy infrastructure, preparing the client for future growth.
Process
- Improved document traceability and better alignment between customer needs and system implementations.
- Reduced functional gaps, leading to smoother and more reliable operations.
Quality
- A robust system was established, significantly improving business reliability and performance.
- Proactive identification of issues, leading to a higher rate of application reliability and reduced defect rates.
- Better business reliability through improved SLA tracking and defect handling.
- End to End Test Automation with DevOps Integration
Conclusion
The client’s transformation through the LOBs Assessment and Recommendations solution helped them overcome critical operational inefficiencies, improve application performance, and enhance overall quality. With a clear roadmap for sustainable improvement and ongoing monitoring, the client is now better positioned to handle future challenges, expand their business, and deliver a higher level of service to their customers.