Ensuring Exemplary Service Quality with Ekara: The Use Case of a Multinational Insurance Company

Ensuring Service Quality in the Insurance Industry with Ekara

In the insurance sector, delivering flawless service quality for both clients and employees is paramount. A French multinational insurance company, which will remain anonymous, recently implemented an innovative solution to meet this challenge: Ekara.

This hybrid end-user monitoring solution provides complete and proactive observability, essential for maintaining high service standards. Let’s explore the challenges faced by this company, the solutions provided by Ekara, and the concrete benefits achieved.

The Challenge

The company’s main concern was ensuring exceptional end-to-end service quality for both clients and employees, across all usage contexts (PC, mobile, voice, API, etc.).

With a global presence and a network of partners and agencies, the mission required a deep understanding of customer feedback on digital services, as well as strict monitoring of application service-level agreements.

Additionally, the complexity of the business software used on the company’s intranet demanded extensive monitoring. Finally, proactive incident detection—before they impacted users—was critical to maintain high service quality and minimize disruptions.

Products and Services Provided

To meet these needs, Ekara deployed a comprehensive suite of solutions:

• Ekara Business Apps: In-depth monitoring of critical business applications.

• Intranet for employees and distributors: Ensuring effective communication and interaction within the company.

• Ekara Dataviz: Delivering clear data visualizations for decision-making.

• Ekara Mobile – iOS and Android: Guaranteeing optimal performance for mobile applications.

• Ekara Web – corporate website: Monitoring the availability and performance of the institutional website.

The Benefits

The implementation of Ekara delivered significant benefits:

• Monitoring business user journeys across multiple technical layers: Ekara provides a holistic view of diverse user interactions, ensuring a seamless and high-quality user experience.

• Root cause identification of performance and availability issues: Teams can quickly detect and resolve problems, reducing downtime and improving customer satisfaction.

• Integrated console view within the company’s monitoring cockpit: Ekara’s console integrates seamlessly with existing monitoring tools, providing a centralized and consistent view of application performance.

• Improved communication with business functions through Ekara Dataviz: Ekara’s data visualizations help IT teams communicate effectively with other departments, enhancing collaboration and shared understanding.

Conclusion

The adoption of Ekara by this multinational insurance company perfectly illustrates the importance of observability in maintaining service quality. By combining proactive monitoring with powerful visualization tools, Ekara helps organizations anticipate issues, improve application performance, and guarantee an optimal user experience.

This proactive, integrated approach is essential for any company aiming to excel in today’s complex and ever-evolving digital environment.