case studies

The Programmers.io team provided IT support staff for large US based insurance company

About The Client

The client is a major mutual insurance firm for more than 110 years. Besides fulfilling policyholders’ property-and-casualty insurance needs, this company is also serving as a super-regional insurance provider for individuals, families and businesses all over the Midwestern, Northwestern and Southwestern United States.​

  • Industry: Insurance
  • Headquartered: US
  • Platforms: COBOL, IBM i, JAVA, RPG
  • Team Size: 5–10 IT Specialists
the_client
 

The Challenge

As mutual and P&C insurance firms have to cater to the ever increasing customers’ queries, issues and complaints without any delay, the companies are witnessing extreme challenges related to timely support ticket resolution. Same was the case with our client. The client lacked in-house expertise and resources to handle support tickets round the clock, daily monitoring, implementation and modification of code whenever required. To avoid a huge customer DSAT and churn, it was looking for an immediate extended staff that could work on mission critical deadlines, provide 24X7 support for ticket resolution and implement a modernized operations system.

 

Our Solution

The Solution

Gaining Domain Expertise

The identified developers gained expertise in the client’s system operations and architecture. Our team had regular calls with the client to become experts in its tools and types of tickets.

The Solution

Expanding Team Capacity

Programmers.io kept track of the project plan’s progression to anticipate project staffing needs that the client would need. Initially, the project began with the support of one RPG developer which soon turned to a well-structured offshore team.

The Solution

Accelerated Support & System Enhancement

Our team modified the operations system and began support during night hours to resolve the tickets within one month of hire.

The Solution

Ensuring Performance and Transparency

Programmers.io offered the client with assurance of success by 100% performance guarantee, monthly timesheets and regular stand-up meetings.

Technologies Used

Our software architects and engineers are experts in using the latest technologies.

  • COBOL
    COBOL
  • IBM i
    IBM i
  • JAVA
    JAVA
  • RPG
    RPG
 

Business Impact

Our solution added value with surprising results because we were able to deliver a high-quality product on time.

Here’s how we did it

  • Programmers.io sourced the right people with breath of experience who provided round the clock support including that on weekends

  • Programmers.io provides offshore support to the client which has reduced overall development time as there’s a difference in time zones

  • The extended team’s support has reduced manual job and service cost. Leading to accelerated development

  • The client has witnessed crucial competitive advantage and doubled revenue

  • Modernized operations system and continuous support improved overall performance

we-did-it

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I wanted to take a moment to highlight and commemorate the efforts from our dedicated PIO team. To preface, the projects we work on here are complex, with rigid objectives, budgets, and timelines. Expectations are always high and are ever-changing. From the start of our relationship, the IO team was able to exceed expectations and make our business wishes a reality.

Project Manager

Over the past year I have worked with them, they have worked very hard to understand our highly customized system and troubleshoot things with little or no documentation while managing to keep the business up and running normally. Without the hard work and dedication they have shown, I know we would have had some issues causing downtime or lost production. I am looking forward to continuing working them in the next year as well.

Information Technology Supervisor

I have been working with Programmers IO for more than 5 years now and I have been pleased with all projects and developers that I have worked with. We have had a few issues here and there but they have always fixed and made it right. They have been an excellent addition to our business.

Director Of Development

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