Software Product Engineering, Infrastructure & Security Services - Long80 LLC


Client Overview

The client is one of the fastest-growing non-profit managed care organizations in the U.S. - a provider-sponsored health insurance company, that serves more than 1.2 million members in New York.


The Business Situation

As part of digital transformation initiatives, the client upgraded their core technology platforms and wanted to accelerate software delivery to meet escalating business demands for upgraded solutions. Facing a roadblock with their entirely manual software deployment process that was time-consuming and error-prone, they had an immediate need to automate and standardize their processes. The client’s service desk was overwhelmed by the high call volumes during the open enrollment, and off-hours, leading to delays in ticket triage & resolution.


The Solution

A range of solutions and services was provided to address the challenges faced by the client all over. These have delivered higher operational efficiencies at optimized costs, through streamlined & automated processes backed by secure infrastructure.


Solution Components

  • Automation Framework for deployment
  • Pipeline Automation
  • QA Automation
  • Release Management
  • IT Service Desk extended to 24x7 coverage
  • 2000+ Endpoints
  • 500+ Servers
  • 200+ Networks
  • SIEM finetuned for User Behavior Analysis
  • Cloud Migration & Development
  • Production Support for iOS Mobile App
  • Salesforce (SFDC) Administration
  • ServiceNow Development and Support

 

Challenges

  • Delays in go-to-market
  • Non-conformance to SLAs
  • High call volume during open enrollment & off-hours causing ticket resolution delays
  • High-risk environment
  • Delays in Salesforce and ServiceNow development activities

 

Solution Outcomes

  • Fully automated deployments across distributed data centres & virtualized environments
  • The deployment success rate increased from 60% to 96%
  • Elimination of 99% of errors in application release processes
  • 90% faster application delivery due to automated deployment
  • Enhanced ability to launch major features routinely without business impact
  • Significant reduction in the overall cost of IT operations through automation framework
  • Efficient handling of spikes in call volume
  • Drastic improvement in Average Speed of Answer (ASA)
  • Enhanced customer satisfaction, due to extended support during COVID -19
  • 300% acceleration of security incident discovery
  • Discovered several security weaknesses not identified by the previous vendor
  • Substantial improvement in client’s security posture, infosec maturity
  • Effective use of Salesforce through Apex Code Automation
  • 95% effort reduction/mo. for SFDC refresh activity
  • 98% effort reduction for every RT deployment cycle
  • First Resolution Rate (FRR) for ServiceNow maintenance improved from 42% to 90%  


The above article has been sourced from Long 80, which provides AI in Healthcare Sectors.

Location: United States

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