Both employees and customers of Clal Insurance wanted to improve the 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 – With the latest Infrastructure Monitoring tools , as well as Log Management tools for analyzing logs has been deployed in the IT environment ,the IT team was receiving notifications on events that already escalated, which enforce 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; makes the performance of Root-Cause Analysis across this chain of components very time consuming and extremely difficult.
IT COMPLEXITY – The Company’s complex IT environment, which consists of thousands of working-stations, and hundreds thousands of 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.