Managed Services Support for Oracle E-Business Suite for Global Leader in Insurance

Client

The client is a global leader in insurance broking and risk management, working with its client to define, design, and deliver innovative industry-specific solutions.

Business Challenges

• High ticket volumes (50,000+ per year) 
• High support total cost of ownership (TCO) 
• Unmanaged backlog of 35+ % of monthly volumes  
• Severe SLA slippages: 30% SLA across P1 and P2 tickets and 50% across P3 and P4 tickets
• 50% overrun in stipulated period closure time target 
• Frequent failures of third-party integrations (over 5-6% of the total issues)
• 80+ data fixes and 25+ code fixes per month  
• Unstable production instance and scalability issues hindering transformation project plan

LTI Solution  

• Ticket trend analysis and Mosaic Discovery to identify pressure points like recurring P1 tickets, month close issues,& more
• Leveraged LTI IP tools and SOPs for automation
• Elimination and SOP-led shift left for recurring issues  
• RCA-driven permanent fixes for P1 and P2 tickets 
• Pre-built checklist and financial cockpit tools to eliminate bottlenecks during month close
• Data quality and configuration analysis driven integration and data fixes 
• Proactive monitoring and tool-based code reviews to identify and minimize code fixes
• Simplification of business process and technical components
• 20% ticket volume reduction within nine months of the engagement
• 40% backlog reduction within six months of the engagement
• 25% reduction in P1 issues in the first year
• 100% SLA adherence across all ticket categories as per contractual obligations in the first year
• 30% reduction in period closure timelines
• Integration failures reduced to less than 1% of the total ticket count
• 50% reduction in data fixes and code fixes within six months of the engagement
• Enabled and led strategic initiatives, including 40+ country rollouts, without any significant issues