2. Like what you see? Let's talk

The Client is a leading health insurance entity responsible for 38 independent Blue Plans located across the 50 US states, the District of Columbia, and Puerto Rico.

The plans collectively provide health coverage to nearly 100 million people, roughly one in three Americans. The client was looking to improve the mean time to resolution (MTTR) and allow large portion of its tickets to be resolved via automation. The company wanted a solution to proactively improve its total tickets volume.

Optimized AMS by End-to-End Automation for an American Health Insurance Company

Key Challenges

The Client’s member portal handles huge volumes of transactions. It used to consume significant manual effort of the application management team as close to 50% of incidents were related to this portal.

The Client’s member portal handles huge volumes of transactions. It used to consume significant manual effort of the application management team as close to 50% of incidents were related to this portal.

The Mean Time to Resolution (MTTR) for incidents hovered around an unacceptable range of 3 business days due to a complex incident management workflow and multiple stake holders.

The Mean Time to Resolution (MTTR) for incidents hovered around an unacceptable range of 3 business days due to a complex incident management workflow and multiple stake holders.

The continuous disruptions resulting in large number of incidents combined with a convoluted incident life cycle process negatively impacted overall end user experience

The continuous disruptions resulting in large number of incidents combined with a convoluted incident life cycle process negatively impacted overall end user experience

The Solution

Infosys developed an end-to-end automation solution led by Infosys Live Enterprise Application Management Platform (LEAP)

  • Implementation of end to end automation, through Infosys cognitive automation studio in Infosys Live Enterprise Application Management Platform (LEAP) to resolve a large portion of tickets with 100% automation resulting in zero touch.

    The Infosys Live Enterprise Application Management Platform (LEAP) BOTs extract tickets from ServiceNow, classify extracted tickets against the underlying problem, record using textual analytics and execute the auto-resolution process using Resolver BOTs (E-C-R: Extract – Classify - Resolve).

  • Automation BOTs were also deployed to manage the incident management workflow integrating with multiple systems including ServiceNow, portal database and Email servers. This simplified the ticket life cycle drastically resulting in significant improvement in MTTR

  • The Infosys Live Enterprise Application Management Platform (LEAP) also established automated SLA management giving a unified view of application maintenance SLAs and KPIs such as MTTR, First Call Resolution etc. through multiple intelligent dashboards and predictive analytics to alert the team before a potential SLA breach. This resulted in better SLA management and elevated the overall end user experience.

Line

Benefits

Benefits
  • 55% of tickets auto-healed: by the cognitive automation studio and the E-C-R module.

    55% of tickets auto-healed: by the cognitive automation studio and the E-C-R module.

  • 350X time improvement in MTTR: Average MTTR reduced from 3 business days (24 hours) to 4 mins due to automated ticket life cycle management and assisted automation.

    350X time improvement in MTTR: Average MTTR reduced from 3 business days (24 hours) to 4 mins due to automated ticket life cycle management and assisted automation.

  • Near Zero reopened incidents due to simplified and automated incident life cycle unified and integrated by Infosys Live Enterprise Application Management Platform (LEAP)

    Near Zero reopened incidents due to simplified and automated incident life cycle unified and integrated by Infosys Live Enterprise Application Management Platform (LEAP).

  • 100% automated SLA management: a single pane glass view of all key support metrics and SLAs compared to multiple spreadsheets and manual monitoring before Infosys Live Enterprise Application Management Platform (LEAP).

    100% automated SLA management: a single pane glass view of all key support metrics and SLAs compared to multiple spreadsheets and manual monitoring before Infosys Live Enterprise Application Management Platform (LEAP).