NETSCOUT Case Studies Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success

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	Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success NETSCOUT

Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - Ethernet
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration Testing & Certification
Challenge	The insurer was facing several challenges. Firstly, the new data center configuration required end-to-end visibility. Secondly, the recently launched, high-profile digital applications were experiencing occasional slow performance and outage issues, impacting business and public perception of those new apps. Lastly, the contact center voice performance troubleshooting was focused on recreating issues rather than proactive monitoring. The insurer was also experiencing strategic and tactical IT service delivery concerns, with associated service assurance requirements that were frustrating the Network Operations and Telecom teams. Read More
About Customer	The customer is a prominent U.S. Insurer that offers innovative policy options to its 500,000+ personal and commercial insurance customers. The insurer has earned recognition for its regional philanthropic activities. The 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. 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. Read More
Solution	The insurer expanded its nGeniusONE deployment to include next-generation InfiniStreamNG packet capture appliances and nGenius 5000 Series packet flow switches at its new Data Center locations. These configurations allow the Insurer to operate earlier-purchased InfiniStream and packet flow switch solutions along-side newly deployed next-generation NETSCOUT packet capture and packet broker solutions. The expanded NETSCOUT solution provides deep-level visibility into network traffic generated in the Insurer’s new Data Center environment and service assurance coverage for mission-critical workflows. The Telecom team is now equipped with an nGeniusONE solution designed to resolve problems quickly and reduce mean-time-to-resolution (MTTR), while identifying underlying root causes of Unified Communications service performance problems in both the network and voice service applications. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - Ethernet

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Testing & Certification

Challenge

The insurer was facing several challenges. Firstly, the new data center configuration required end-to-end visibility. Secondly, the recently launched, high-profile digital applications were experiencing occasional slow performance and outage issues, impacting business and public perception of those new apps. Lastly, the contact center voice performance troubleshooting was focused on recreating issues rather than proactive monitoring. The insurer was also experiencing strategic and tactical IT service delivery concerns, with associated service assurance requirements that were frustrating the Network Operations and Telecom teams.

About Customer

The customer is a prominent U.S. Insurer that offers innovative policy options to its 500,000+ personal and commercial insurance customers. The insurer has earned recognition for its regional philanthropic activities. The 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. 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.

Solution

The insurer expanded its nGeniusONE deployment to include next-generation InfiniStreamNG packet capture appliances and nGenius 5000 Series packet flow switches at its new Data Center locations. These configurations allow the Insurer to operate earlier-purchased InfiniStream and packet flow switch solutions along-side newly deployed next-generation NETSCOUT packet capture and packet broker solutions. The expanded NETSCOUT solution provides deep-level visibility into network traffic generated in the Insurer’s new Data Center environment and service assurance coverage for mission-critical workflows. The Telecom team is now equipped with an nGeniusONE solution designed to resolve problems quickly and reduce mean-time-to-resolution (MTTR), while identifying underlying root causes of Unified Communications service performance problems in both the network and voice service applications.

Impact #1	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.
Impact #2	Consistent digital insurance application performance quality meets internal business specifications and validates industry accolades.
Impact #3	Enhanced ROI and reduced TCO, with both next-generation and repurposed NETSCOUT technology operating in new data center facilities.

Impact #1

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.

Impact #2

Consistent digital insurance application performance quality meets internal business specifications and validates industry accolades.

Impact #3

Enhanced ROI and reduced TCO, with both next-generation and repurposed NETSCOUT technology operating in new data center facilities.

Benefit #1	The insurer's collective initiatives have saved the company millions of dollars.
Benefit #2	The mobile claims photo application allowed the Insurer to complete and pay the majority of insurance estimates within 3 days of receiving downloaded images substantiating the claim.

Benefit #1

The insurer's collective initiatives have saved the company millions of dollars.

Benefit #2

The mobile claims photo application allowed the Insurer to complete and pay the majority of insurance estimates within 3 days of receiving downloaded images substantiating the claim.

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Overview

Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success

Operational Impact

Quantitative Benefit