Strengthening IT Infrastructure for UK’s top Specialty Insurer

Challenges

This top Lloyd's insurer sought to address several IT infrastructure hurdles:

• Cost Reduction: Optimizing costs beyond traditional methods was crucial.
• Transparency & Trust: Building trust and clear communication were essential for successful collaboration.
• Scalability & Simplification: Simplifying IT infrastructure and ensuring it could scale with the business were key priorities.
• User Experience: Enhancing user experience through reliable and efficient applications was a major goal.

Solution

Coforge deployed a dedicated team of 48 resources across various locations (UK, Singapore, Bermuda, Chicago) to provide comprehensive support:

• Infrastructure Management: 24/7 monitoring ensured the smooth operation of critical servers, services, and databases. 
• Detailed Analysis: Coforge provided a detailed analysis of incidents and tickets. Provided configuration & driver changes of the hardware along with timely closure of tickets.
• MPIO configurations for all servers: Dual path to storage from each server 100+ SOPs for shift left.
• Application Support: Coforge managed a portfolio of 46 applications using an onshore-offshore delivery model. This approach ensured efficient support across multiple time zones.
• Security Enhancements: Progressive remediation efforts eliminated all critical vulnerabilities within six quarters, achieving "Cyber Essentials" compliance.

The Impact

Coforge's partnership delivered significant benefits to the insurer:

• Cost Optimization Detailed analysis led to cost savings on tools and reclaimed storage space.
• 42% Reduction in pending tickets that significantly enhanced user experienc
• Enhanced Service Delivery Improved service desk performance with a 50-basis point increase in SD (Service Desk) score.
• Robust Security Achieved "Cyber Essentials" compliance and significantly reduced storage-related incidents.