How insurance industry uses user experience to be proactive?

Categories: APM, Cloud, Governance, News

Insurers initially adopted, like banks, a closed Information System. With the emergence of InsurTech, historical players are now looking at “Open Insurance” by using modern architectures. In this way, they focus on new business lines following a diversification strategy. Changes in the insurance distribution model, now also involving white-label offers, are based on digital channel. So, how deliver an optimal IT performance in this new fractional environment?

IT performance management in the insurance sector

For any company, security and availability concerns are strong. In this digitalized world, millions of sensitive GDPR data circulate, and business is necessarily linked to how smoothly applications runs. it includes business aplications used by employees, but also those  used as customer contact points.

In insurance industry, the challenge is even bigger. Product development needs to be fast, digital journey must be fluid for customers, and distribution on new third-party platforms must be facilitated. The growth of this new model is shaking up IT and leads new issues such as API development and its performance. It is therefore recommended to adopt a proactive mode than a reactive mode. By analyzing performance trends and promoting a proactive alerting system, troubleshooting of an incident by IT teams can now be done before the end user is even facing it. User experience remains the best possible.

A global view that reduces business impact

Almost all IT System Department of insurers are equipped with monitoring solutions. And a lot of them! One platform for infrastructure team, another for application team, and yet another for the development environment. With the implementation of an IT Performance Management ajusted to this new business model, it is preferable to have a global, unified, end-to-end view.

Application Performance Management (APM) market is complex, often intrusive, and it is hard to find the right tool for all IT envirnments: lefacy, SaaS, Citrix, two-factor authentication,… That’s why it makes sense to choose an Application Performance management solution centered on user’s experience. Sometimes called Digital Experience monitoring, these tools measure the actual performance perceived by a user, continuously and within the company IT environment.

Thanks to a tailored measurement strategy and business-customer scenarios that run 24/7, it is now possible to monitor application performance and identify incidents before they affect end-users. The global view reduces diagnostic time, limits false alerts, and above all pacifies relationships withing IT teams.

Business can focus on its  targets in complete serenity, and customers can enjoy their buying experience!

 

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