Zensar Technologies Case Studies Enabling Technology-led Business Growth with Zensar’s Digital Foundation Services

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	Enabling Technology-led Business Growth with Zensar’s Digital Foundation Services Zensar Technologies

Enabling Technology-led Business Growth with Zensar’s Digital Foundation Services

Zensar Technologies

Technology Category	Application Infrastructure & Middleware - Middleware, SDKs & Libraries Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Construction & Infrastructure Finance & Insurance
Applicable Functions	Maintenance Quality Assurance
Use Cases	Inventory Management Leakage & Flood Monitoring
Services	System Integration Training
Challenge	The customer, a multinational shared value insurance company based in South Africa, was struggling with implementing a technology-enabled business transformation strategy for agile operations. The company aimed to expand its business and launch its behavioral change platform across new geographies, improve operational efficiency, and enable the overall digital transformation of the business. However, it faced several challenges including the absence of best practices for ITSM processes, lack of end-to-end service monitoring capabilities, no service scalability measures and continuous service availability, no continuous business support across different time zones, absence of a continuous improvement strategy across people, process and technology, improper knowledge management and handover structure, and issues with Total Quality Management (TQM), Automation, Orchestration and Self-healing. Read More
About Customer	The customer is a multinational shared value insurance company headquartered in South Africa. It serves insurance companies and individuals worldwide through its health, life insurance, and investment products. The company offers a leading global behavioral change platform that rewards people for adopting a healthier lifestyle. The platform enables market and product teams to build their functionalities in an accelerated way. The customer is committed to its vision of making the population more physically active by 2025 through its behavior change platform. Read More
Customer Name	Not disclosed Read More
Solution	Zensar was brought on board as a key consulting and implementation partner for Digital Operations, including Event Management, Knowledge Management, and Incident Management. The focus was to optimize the customer’s operations (ITSM delivery) and to meet the ongoing requirement of service scalability, service availability and rollout the reward program of its behavioral change platform across different geographies, thereby improving customer experience. This led to the successful launch of the rewards program in the USA, UK, Asia, Australia, Canada, South America, and Africa. Other solutions designed within the Digital Foundation Services framework include establishing a global 24x7 incident management desk utilizing one integrated ITSM platform and standardized processes, better integration with critical functions to improve first call resolution (FCR) and Mean Time to Resolve (MTTR), proactive problem management, implementing Power BI, Kibana, alert notification to ITSM platform, configuration, optimization and integration of Dynatrace to ITSM platform for improved monitoring, notification and ticket automation, and restructuring teams to improve maturity, knowledge, and easy scaling of business. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Construction & Infrastructure

Finance & Insurance

Applicable Functions

Maintenance

Quality Assurance

Use Cases

Inventory Management

Leakage & Flood Monitoring

Services

System Integration

Training

Challenge

The customer, a multinational shared value insurance company based in South Africa, was struggling with implementing a technology-enabled business transformation strategy for agile operations. The company aimed to expand its business and launch its behavioral change platform across new geographies, improve operational efficiency, and enable the overall digital transformation of the business. However, it faced several challenges including the absence of best practices for ITSM processes, lack of end-to-end service monitoring capabilities, no service scalability measures and continuous service availability, no continuous business support across different time zones, absence of a continuous improvement strategy across people, process and technology, improper knowledge management and handover structure, and issues with Total Quality Management (TQM), Automation, Orchestration and Self-healing.

About Customer

The customer is a multinational shared value insurance company headquartered in South Africa. It serves insurance companies and individuals worldwide through its health, life insurance, and investment products. The company offers a leading global behavioral change platform that rewards people for adopting a healthier lifestyle. The platform enables market and product teams to build their functionalities in an accelerated way. The customer is committed to its vision of making the population more physically active by 2025 through its behavior change platform.

Customer Name

Not disclosed

Solution

Zensar was brought on board as a key consulting and implementation partner for Digital Operations, including Event Management, Knowledge Management, and Incident Management. The focus was to optimize the customer’s operations (ITSM delivery) and to meet the ongoing requirement of service scalability, service availability and rollout the reward program of its behavioral change platform across different geographies, thereby improving customer experience. This led to the successful launch of the rewards program in the USA, UK, Asia, Australia, Canada, South America, and Africa. Other solutions designed within the Digital Foundation Services framework include establishing a global 24x7 incident management desk utilizing one integrated ITSM platform and standardized processes, better integration with critical functions to improve first call resolution (FCR) and Mean Time to Resolve (MTTR), proactive problem management, implementing Power BI, Kibana, alert notification to ITSM platform, configuration, optimization and integration of Dynatrace to ITSM platform for improved monitoring, notification and ticket automation, and restructuring teams to improve maturity, knowledge, and easy scaling of business.

Impact #1	Zensar became a major IT orchestration partner for the customer, providing services such as support, maintenance, monitoring, development, and infrastructure consulting. The solutions implemented led to consistent improvement in client experience recognized, internal training, rotation of resources and comparable process metrics – KPA/KPI. The onboarding process was optimized, thus improving process and resource reliability. Live updates of major incidents in the global market were enabled via ServiceNow. The restructuring of teams led to improved maturity, knowledge, and easy scaling of business to meet the everchanging demands.

Impact #1

Zensar became a major IT orchestration partner for the customer, providing services such as support, maintenance, monitoring, development, and infrastructure consulting. The solutions implemented led to consistent improvement in client experience recognized, internal training, rotation of resources and comparable process metrics – KPA/KPI. The onboarding process was optimized, thus improving process and resource reliability. Live updates of major incidents in the global market were enabled via ServiceNow. The restructuring of teams led to improved maturity, knowledge, and easy scaling of business to meet the everchanging demands.

Benefit #1	Improved SLA from 91% to 99.8%
Benefit #2	Reduced Mean Time to Resolve (MTTR) to 45 minutes
Benefit #3	Improved service availability from ~95% to 99.8%

Benefit #1

Improved SLA from 91% to 99.8%

Benefit #2

Reduced Mean Time to Resolve (MTTR) to 45 minutes

Benefit #3

Improved service availability from ~95% to 99.8%

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Overview

Enabling Technology-led Business Growth with Zensar’s Digital Foundation Services

Operational Impact

Quantitative Benefit