Both employees and customers of Clal Insurance wanted a better user experience with faster response times from their systems. Agents depend on application results to drive their business units. Faster resolution of issues means faster business, and faster business means new market opportunities.
The main challenges Loom Systems addressed are:
REACTIVENESS – The latest Infrastructure Monitoring and Log Management tools had been deployed in their IT environment but the IT team was receiving notifications on events that had already escalated, which enforced a reactive approach with a limited time to act upon.
CROSS-APPLICATIVE ISSUES – The long tail of applications and infrastructure related to each application, security elements, middleware, integration platforms, APIs and network equipment; made the performance of Root-Cause Analysis across this chain of components very time-consuming and labor-intensive.
IT COMPLEXITY – The company’s complex IT environment, which consists of thousands of working-stations and servers, distributed across different environments and geo-locations, with a mix of in-house applications and 3rd party tools, emits various types of data formats that is cumbersome to configure and monitor.