Case Study
Clal Insurance
“Our previous toolset could report issues only while they were already happening. The time and effort to solve each issue were insufficient to keep our field agents and clients untouched.”
Haim Inger
CTO at Clal Insurance

INTRODUCTION

Clal Insurance Enterprises Holdings Ltd. Group is part of the IDB Group. The Company owns insurance agencies, pension funds, provident funds and study funds. and employs 4,200 people and collaborates with 1,800 insurance agents. These activities position Clal as one of Israel's leading insurance, pension, and financial services groups.

Within the company’s innovative approach to digital business, its core applications needed to serve a vast number of users and agents, in order to allowing more agility into their field working process, and accelerate the business by real-time transactions. Clal Insurance found that they need a better way to track and detect issues in real-time before they interrupt the core back office process and affect the line of business.

THE CHALLENGE

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 COMPLEXITYThe 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.

 

THE NEED

The company was looking for a way to be able to predict events and issues before they escalate to reduce their impact on the day to day business and to make these applications run flawlessly.

“We wanted to give our teams the ability to be proactive and enable the firm to be more competitive. We also wanted to make sure that as we grow, we will be capable of detecting and resolving issues in real-time and keeping the business unaffected.”
Haim Inger

CTO at Clal Insurance

THE SOLUTION: LOOM SYSTEMS

Clal Insurance uses different tools to monitor and analyze the data coming from different applications and required the existing staff to conduct excessive efforts to manage and utilize each tool.

Loom Systems is an AI-powered operational analytics platform used for real-time detection and resolution for any type of application. Targeted at DevOps and IT professionals, Loom instantly analyzes logs and semi-structured machine data for immediate visibility into a company’s digital environment. Accelerating the detection and resolution of IT problems in real-time, Loom helps reduce the cost and complexity of working with operational analytics.

By deploying Loom’s platform in Clal Insurance, Clal's IT Operations and R&D teams were able to stream data from any application, without any data preprocessing or configuration, and start detecting issues proactively within their existing staff.

“When we looked deeper at the powerful capabilities in Loom and tested the platform, we saw that it met all our needs and perfectly matched what we were looking for.” Said Inger.

THE BENEFIT

PROACTIVE BUSINESS MONITORING- Detection of significant issues before they affect their business allows Clal Insurance to successfully maintain the digital operation with confidence.

FASTER ROOT-CAUSE ANALYSIS - Utilizing Loom’s automated root-cause analysis algorithms and correlation engine, reduced the MTTR (Mean-Time-To-Resolution) dramatically.

67%

IMPROVEMENT IN MEAN-TIME-TO-RESOLUTION (MTTR)

Improvement in speed of resolving issues


53%

IMPROVEMENT IN PROACTIVENESS

Being proactive toward Clal's customer-facing issues


$765,433

RETURN ON INVESTMENT USING LOOM

Annual ROI, calculated by (number of total issues handled by team) x (261 working days per year) x (Total Daily savings)


MEETING THE NEED

Clal Insurance has deployed the Loom systems at the HQ main-site, covering several environments in separate geo-locations with over 600 operational applications, each clustered on several nodes, including middleware, storage, networking, cyber security and InfoSec components compatible with SOC2 regulations . It is important to point out that all of Clal’s agents as well as more than 4000 internal users depend on these environments every day.

Loom helped Clal Insurance to accomplish three specific goals:

  1. Increase proactiveness to meet client needs.
  2. Improve stability for less downtime
  3. Enhance flexibility to enable rapid new businesses support.

Resolving Issues that once took a few hours now take minutes. Operational teams now have faster response time and better value from their data and analytics. They are armed with more actionable insights into the information than ever before and put less efforts in the analytics side to make keep their clients happy.

 

“Our users no longer complain about issues escalating and affecting the business. The application response times have been improved by 200-300%, providing both our customers and employees with a much better user experience.”
Haim Inger

CTO at Clal Insurance

See What Loom Can Do for You

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