Leading insurer increases app availability to 99% using QK's AppDynamics-based monitoring program

Overview

The client is a leading life insurance company in India, offering a wide range of products to meet diverse customer needs. The insurer needed an APM solution to enhance the performance and availability of its critical applications and improve the eciency of its ITSM processes.

Business Challenges

The insurer faced several challenges related to the optimal performance and availability of their critical applications, which are essential for providing seamless customer experiences. These challenges included:

Lack of comprehensive

Monitoring coverage for tier 1 and tier 2 applications

Limited visibility

into user experience and journey breakages

Difficulty in accurately

pinpointing the root causes of issues

Inefficient incident

tracking and resolution processes

Lack of proactive

communication and engagement with stakeholders

Our Approach

To address the client’s challenges, we implemented a comprehensive application performance monitoring solution that included the following key components:

APM General Use Cases

Deployment of AppDynamics and
Dynatrace on tier 1 and tier 2 applications for monitoring and performance engineering
Implementation of both real and
synthetic user monitoring to provide a
360-degree coverage visibility

User Experience Monitoring

Monitoring coverage of policy buying
user journeys for critical life insurance
products
Increased monitoring coverage to 40
journeys across various applications
Identification of breakages in user
journeys proactively

Client and Server-side Correlations

Immediate identification of breakages in user journeys using synthetic monitoring at 30-minute intervals
Detailed analysis and accurate pinpointing of root causes using APM
server-side analysis

APM as a Service

Alignment of BAU configuration tasks in the client’s ITSM tool
Streamlining the APM service offering
to the client for increased agility and ease of use

Integration with ITSM Tool

Creation of incident tickets in the ITSM tool for all issues observed by
AppDynamics
Assignment of tickets to the control
center team for follow-up and closure

Proactive Communication Channels

Creation of official proactive WhatsApp groups for tier 1 and tier 2 applications
Customization of email and SMS alerts to provide concise and relevant information to stakeholders

Extended APM Solutions

Implementation of MQ monitoring, log analytics, SSL certificate expiry alerting, and scheduler monitoring

Customized dashboards for user journey tracking

Automated and manual reports

Creation of automated hourly reports for critical KPIs

Sharing of weekly and monthly reports for overall application availability status

Improved Governance and Support

Frequent application team connects for issue discussions

Obeya engagements to push
long-tenured open issues for closure

Support for disaster recovery activities and off-working hours support for critical outages

Business Benefits

The implementation transformed the bank’s digital testing capabilities, delivering measurable improvements:

Increased overall application availability from 98% to 99%

Improved root cause analysis coverage for almost all incidents observed

Reduction in incident count through alert optimizations and stakeholder engagements

Decreased MTTR for critical issues through Obeya engagements

Enhanced proactive monitoring and tracking of issues using incident trackers

Continuous performance improvement plans and Obeya engagements to maintain availability

Reduced false alerts and unnecessary alerts to stakeholders

Decreased SMS costs due to optimized alert sending

Leading insurer increases app availability to 99% using QK's AppDynamics-based monitoring program

Overview

Business Challenges

Our Approach

Extended APM Solutions

Business Benefits

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