A global leader in property and casualty insurance for consumers and businesses.
Operations in 50+ countries and territories
20,000+ employees
100+ years in the market
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Our client relies on a network of automated bots and applications to streamline key operational processes, from policy quotes and claims processing to daily operational data management. Since these bots handle mission-critical tasks, maintaining their uptime and ensuring total functionality were essential to business continuity and service quality. However, intermittent system interruptions arose due to insufficient response capabilities and proactive monitoring, requiring internal resources to handle reactive troubleshooting instead of strategic priorities.
Minimize bot and application downtime to improve productivity and service continuity.
Improve visibility into bot health to accelerate issue detection and response times.
Replace manual monitoring processes with automation to minimize risk and inefficiencies.
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Softtek designed a proactive, automation-driven solution to meet the client’s operational demands for continuous monitoring and efficient support. This approach integrated early-warning capabilities and advanced analytics to minimize downtime for essential bots and applications, ensuring their availability and reliability. Through automated monitoring and streamlined incident management, Softtek empowered the client to identify and resolve issues before operations were impacted. The solution extended beyond basic support by leveraging data analysis to detect error patterns and enable preventive action, while real-time performance insights enhanced the client’s strategic decision making.
Provided L0/L1 monitoring and support for 60 bots and several core applications, ensuring rapid response to any disruptions.
Streamlined incident management through ServiceNow, improving efficiency and accountability in handling support cases.
Leveraged proactive data analytics, allowing early identification of error patterns and enabling preventative action.
Delivered a flexible, scalable support model with on-demand activation covering nine Latin American countries.
With a flexible, scalable support model and reliable coverage across Latin America, our client maintained continuous operation of critical applications and bots through proactive monitoring.
Minimized disruptions across regions, freeing internal talent to focus on key initiatives.
Eliminated the need for business users to manage escalations, with most incidents addressed through proactive monitoring.
Up to 95% of incidents resolved monthly through proactive monitoring and support.
