Success Story

Dovera Insurance Company: Response Time for Troubleshooting Reduced with Application Monitoring

Dôvera Insurance Company needed to augment application monitoring with a tool that would be able to find the cause of the problem and its extent. In addition, the client required quality reporting of all events.

About the Client

Dovera is the largest private health insurance company in Slovakia with more than 1.6 million members.

Solution

Adastra implemented an Application Performance Monitoring (EPM) tool based on Dynatrace.

Success Story

Industry:

Insurance

Technology:

Dynatrace

Expertise:

Application Monitoring

Date:

March 15, 2023

Visually and functionally very well managed, Dynatrace covers all the needs to control our application traffic and react quickly and efficiently when needed.

Ing. Martin Fojtik
Director of IT, Dôvera ZP

Background and Challenge

Know about application problems before a disgruntled client alerts you to them? That’s precisely what Dynatrace application monitoring helped Dôvera a.s. – health insurance company – do.

Thanks to it, the insurance company has significantly improved the customer experience of its insured.

Quickly find the cause of the problem

Full availability of applications at all times is one of the main tasks of the application and service support department of the IT department of the insurance company Dôvera.

If application performance falls below established metrics or fails, it is necessary to react quickly, identify the cause and reduce the response time to a minimum during the actual resolution.

Dôvera Insurance Company needed to augment application monitoring with a tool that would be able to find the cause of the problem and its extent.

In addition, the client required quality reporting of all events.

Dynatrace is a leader in application monitoring

Health insurance company Dôvera a.s. decided to implement the Dynatrace APM application tool. Gartner rates the tool as a leader in Application Performance Monitoring, which contributed to the decision.

Dynatrace provides a comprehensive overview of the client’s applications, identifies problems, and looks for their causes.

Solution

Dynatrace provides detail down to the user level

  • Provides detailed data down to the level of the specific individual user and his/her activities within the application.
  • Dynatrace provides quality reporting of all incidents.
  • In application outages, insurance companies quickly identify the problem and find out how many users it affects.
  • Clear dashboards that the client uses as reporting for their other business.
  • They can respond to the issue immediately – reducing response time to a minimum.
  • We immediately know how many users are affected by the problem

Impact

How has the insurance company improved the customer experience with Dynatrace’s application monitoring?

The Dynatrace APM tool was deployed to the client’s Employer Electronic Portal in Q1 2021. Once the monitored parameters have been debugged, IT support teams receive automatic alerts for any anomalies, malfunctions or slowdowns in processes, always with detailed identification of the cause.

As a result, the insurance company knows about application problems long before its clients start alerting it.

Based on the data collected, the insurance company was able to optimize the functionality of the applications. For example, it creates clear dashboards by individual metrics and can generate full reporting from the monitored data.

Dynatrace in a nutshell

Accelerating processes at each level of support

Saves time in troubleshooting – eliminates discussions between developers and operations

Accurate overview of the number of users in the application and detailed reporting of their activity

Detailed overview of technical and network metrics (e.g. RAM consumption, CPU, etc.)

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