“Average resolution times have dropped from 20 minutes to about five. With four call centers employing 500 people and the web handling thousands of inquiries, any downtime is a big hit for us -- even 10 minutes impacts our revenue. So, for us, the value of these new solutions is literally priceless.”
— Jeff Fields, Senior Vice President and CIO, SafeAuto Insurance
“Gomez has provided us with a very clear tool for communicating between IT and the business unit.”
— Craig Walker, Enterprise Architect, West Bend Mutual Insurance
 |
 |
 |
 |
 |
Success Stories
West Bend Mutual Insurance – After assessing their application performance monitoring as being out in front of the pack, West Bend found that the end users told them a different story. Gomez increased proactive fixes, identified negative trends and addressed them quickly before the customer was impacted.
SAFEAUTO Insurance – Understanding the shift toward consumers using the web, SAFEAUTO implemented an e-commerce system to provide quotes and the capability to bind coverage online. Effective monitoring of both online and back-end performance was critical to the success of the business. Gomez improved visibility into performance for faster identification of problems and resolution of issues.
ANPAC American National Property and Casualty Companies – ANPAC needed to communicate and process transactions for customers. High traffic volumes slowed their current system and interfered with adjusters in the field, which impacted customer service and revenue. Once Gomez identified the source of application and network slowdowns, the infrastructure was optimized, and the problem fixed.
Hiscox Insurance – Hiscox Insurance accelerated their the performance of their customer website by implementing Compuware’s dynaTrace and removing the need to guess where problems reside. Their website is now 30% faster for all of their end-user customers and agents.
Ensure - Insurance company Esure selected dynaTrade after a proof of concept. Previously, Esure had been using CA Wily Introscope but found that it was insufficient. They were looking to gain visibility from an end-to-end view across their company's application delivery chain, with Compuware's dynaTrade, they were able to do this.
Ping An Insurance (Group) of China, Ltd. – Ping An Insurance needed a comprehensive end-user experience monitoring and also wanted to accelerate their online service quality to increase their customers satisfaction and long term loyalty. By using Gomez, Ping An Insurance was able to quantify online quality, improve processes and enhance their customer’s online experience.
Sentry Insurance - One of Senery's poliicy administration systems involves 50 servers. After teaming with dynaTrace, their first delight was during their first quarter. In their highest-activity season, the dynaTrace monitoring dashboards allowed them to identify servers and transactions that were having an issue, take them out of production and, within minutes, resolve the issue -- all without any impact to users!
The Auto Club Group (AAA) – AAA needed a systematic and effective method of monitoring the performance of its critical sales and service application vs. relying on ancedotal reports. Using Compuware, AAA improved operational efficiency, enabled the successful conversion of the applicatoin, and established a great baseline for ongoing performance monitoring.
Generali Deutschland Informatik Services - Supporting the insurance group, which completes an average of 100 million transactions a month, the organization needed to guarantee optimal 24 x 7 availability of platforms, especially at peak times. Using Compuware Gomez gave them efficient monitoring and demand-based analysis capabilities to more efficiently manage and maintain this goal.
“We had been flying in the fog without a radar and had no fact-based way to understand performance proactively. The Gomez tool provides detailed information at the hands of my performance monitoring team and allows for deep-dive analysis and effective benchmarking.”
— Breant Stahlheber, Chief Information Officer, The Auto Club Group – AAA
“Gomez gave us insight into the applications that were making unnecessary calls to the servers. This enabled us to communicate to the application team the specific application behavior that was degrading performance and allowed them to immediately correct the problem.”
— Mike Green, Network Engineer, ANPAC
