Streamlining Legacy System Support for Insurance Holding Company

Challenges

• Tight Knowledge Transfer: Limited time (3 months) and lack of vendor support made knowledge transfer challenging.
• Demanding SLAs: Strict service level agreements (SLAs) kicked in shortly after the takeover, with penalties for delays.
• Growing Backlog: The monthly ticket backlog grew by 17%, requiring significant reduction to meet SLAs.

Solution

Coforge addressed the challenges through a multi-pronged approach:

1. Pre-Transition Preparation:

• A head start ensured the team was well-equipped for a smooth knowledge transfer upon takeover.

2. Enhanced Knowledge Transfer:

• Daily Sessions: Regular knowledge transfer sessions with the outgoing vendor facilitated efficient learning.
• Extensive Documentation: Over 200 documented sessions ensured comprehensive knowledge capture.
• Client Validation: Client sign-off on documentation guaranteed an accurate understanding of the systems.
• Shadowing and Reverse Shadowing: Assigning resources to shadow vendor personnel and vice versa provided practical experience.

3. Effective Transition Governance:

• Strong Governance Model: A well-defined transition governance model ensured smooth oversight and management.
• Real-Time Monitoring: Regular status checks via an overall knowledge transfer dashboard allowed for proactive issue identification.
• Early Red Flag Identification: Timely recognition and escalation of potential roadblocks minimized disruptions.

4. Setting the Stage for Steady-State Operations:

• Stakeholder Identification: A clear understanding of stakeholder needs ensured effective communication.
• Reporting Strategy: Defined reporting processes catered to the specific needs of each stakeholder group.
• Performance Tracking: Implementation of trackers for abends, incidents, and SLAs enabled close monitoring of system performance.
• Refined SLA Measurement: Finalized criteria for measuring adherence to service level agreements ensured clear expectations.
• Optimized Ticketing System: Streamlined processes within the HEAT ticketing system and triage procedures improved resolution efficiency.
• Reporting Templates: Established templates facilitated standardized weekly and monthly reports for stakeholders.
• Stakeholder Forum: Regular forums provided a platform for open communication and collaborative problem-solving.

This comprehensive approach empowered Coforge to effectively transition support for the client's legacy systems, laying the groundwork for efficient ongoing operations.

The Impact

Coforge's solution yielded significant improvements for the client: