A fast-growing U.S. insurer faced the risk of application failures due to its outdated IT systems, which could lead to customer service disruptions and negative customer satisfaction scores. The company had to either make significant investments in infrastructure or secure its IT infrastructure services. Considering the costs involved in infrastructure replacement, the insurer decided to secure its IT infrastructure services. The company also had a history of infrastructure-related performance issues and associated technical debt with its previous provider. Cognizant’s reputation for on-time performance, as well as our innovative culture and breadth of experienced people, helped the insurer choose us to carry out an aggressive nine-month migration of its systems from the existing provider.
Cognizant began by migrating the insurer’s existing applications to our proprietary Constantly Ready Infrastructure (CRI) platform—a resilient, scalable core IT infrastructure that enables disaster recovery, network updates and service management. CRI also allowed integration and support of processes, workflows and automation between the company’s service desk and IT department. We set up active-active data centers in two U.S. locations and, to reduce processing disruptions, an automatic redirect to the second location in the event of an outage in the primary processing location.
We also set up a two-location, U.S.-based service desk, where calls are received at both ends. In the event of an outage in one center, the other center stays connected to the call-logging system and can continue to field calls. We implemented Multiprotocol Label Switching (MPLS) to address the insurer’s outdated network. This allowed all 22 of the company’s remote offices to optimize data transfer, respond faster to customers and experience less downtime. Our negotiations helped the insurer obtain more favorable network rates, which brought down costs.
Cognizant’s extensive global infrastructure transition and transformation team met the insurer’s tight deadline and migrated its core business applications and data centers to the new infrastructure without any failback. Our team’s experience and knowledge of core technologies enabled us to rapidly troubleshoot and resolve issues in real time. The IT transformation consolidated hardware and software, and significantly reduced licensing costs. With the new IT infrastructure, processing performance improved by nearly 50 percent and incidents reduced significantly after a one-month stabilization period. Cognizant established robust service management processes based on the rigorous Information Technology Infrastructure Library (ITIL) standards, which helped the insurer’s IT staff adopt these processes. We also developed training and communications that would increase adoption throughout the company.
increase in processing performance
migration timeline, which we met
data transfer and customer experience
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