Case Studies

Innovative U.S. Insurer Leverages Next- Generation NETSCOUT Solution to Assure Digital Transformation Success

NETSCOUT Case Studies

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l CASE STUDY l Customer Profile This prominent U.S. Insurer offers innovative policy options to its 500,000+ personal and commercial insurance customers, also earning recognition for its regional philanthropic activities. While numerous Insurance businesses today contemplate expanding business and customer support services to include digital platforms, this Insurer has already earned industry awards acknowledging its successful rollout of next-generation sales and customer service technologies that help better process claims, payments, and policy queries. Beyond industry recognition, these collective initiatives have saved the company millions of dollars, while increasing business satisfaction for customers and contracted Sales Agents alike. One such service is the mobile claims photo application that allowed the Insurer to complete and pay the majority of insurance estimates within 3 days of receiving downloaded images substantiating the claim, which is a great benefit for customers and a selling point for the agents. Business Challenge Disruptions in the prompt, efficient responsiveness of the Insurer's new services are a reflection on the quality of the Insurer's customer experience, so the IT staff leverages every resource to ensure their availability. Network Operations identified needs associated with addressing slow performance of the new digital insurance applications rolled out to support policy holders and Sales Agents. These performance issues troubled the Insurer on several fronts: business processing of claims was adversely impacted, public perception of these new digital applications was potentially lessened, and the internal Network Operations team shouldered the blame when there was no easy path to absolve network performance from server and application performance root causes. OVERVIEW Business Challenge • New Data Center configuration required end- to-end visibility • Recently launched, high-profile digital applications experienced occasional slow performance and outage issues, impacting business and public perception of those new apps • Contact Center voice performance troubleshooting focused on recreating issues rather than proactive monitoring NETSCOUT Solution • nGeniusONE ® Service Assurance platform with Unified Communication (UC) support • InfiniStreamNG™ appliances supporting 10 Gigabit monitoring • nGenius ® 5000 Series packet flow switches supporting 48 x 1Gb/10GbE and 6 x 40GbE ports Business Value • Increased customer satisfaction and business retention, with service delivery improvements linked to efficiencies with expanded network visibility and more comprehensive service assurance for digital applications and Contact Center services • Consistent digital insurance application performance quality meets internal business specifications and validates industry accolades • Enhanced ROI and reduced TCO, with both next-generation and repurposed NETSCOUT ® technology operating in new data center facilities Innovative U.S. Insurer Leverages Next- Generation NETSCOUT Solution to Assure Digital Transformation Success Enhanced nGeniusONE Environment Addresses Emerging Technology & Data Center Expansion Challenges E N T E R P R I S E

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