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Insurance giant Achmea accelerates its digital transformation with Elastic Observability

  
Achmea


At a glance

Achmea uses Elastic Observability to monitor its technical infrastructure and ensure performance. It also uses Elastic machine learning capabilities to detect anomalies, accelerate insights and reduce MTTR across its applications and systems.


Outcomes

  • Proactively fixing system performance issues for 12,000,000 customers and 16,000 employees.
  • Improved observability and system performance.

We can detect and resolve issues far faster than before. Elastic gives us a crystal-clear view of our integration systems, which means that we can deliver optimum performance for employees and customers at all times.

Marc Rekers
Project Coordinator Integration IIB and API Gateway
Achmea

Client Challenge

One of the largest suppliers of financial services in the Netherlands, Achmea, founded in 1811, started as an insurance business to protect farmers from mishaps such as flooding and crop failures. Today, the company offers a wide range of services, including car, structure, and health insurance. Achmea has 16,000 employees worldwide and serves around 12,000,000 customers.

Smooth integration between these systems is crucial for day-to-day business operations and to best serve customers. For instance, when a customer logs in to their account, the customer relationship management (CRM) and policy systems must communicate well with each other. If customers can’t access their information, or if the system is slow, unhappy customers and lost business can result.

Supporting the digital transformation of the business

To identify and resolve these types of issues, Achmea previously deployed a series of custom-developed observability systems that aggregated and inspected telemetry data. But over time, these tools struggled to keep up with the ever-increasing volume of data, which today generates 3,000 systems messages per second and two terabytes of storage per day. The observability challenge increased with deployments of additional technologies as well as the increased workload caused by the shift to remote working during the COVID-19 pandemic. The growth of multiple customer-facing channels such as web, mobile, and chat added even more to the complexity.

Marc Rekers, Project Coordinator Integration IIB and API Gateway at Achmea, sums up the situation: “Our previous observability solutions were under-equipped to manage our growing and changing environment. We wanted something more streamlined that could also scale to meet message and data volumes.”

Solution

Detailed data insights that resolve issues fast

Rekers called on Achmea’s long-term IT service provider Atos to collaborate on a solution. Following an analysis of Achmea’s requirements, Atos recommended the Elastic Cloud Enterprise SaaS implementation.

This includes the Elastic Search Platform and a Logstash data events pipeline. Achmea also uses Kibana for data visualization, including Lens, dashboards and the Discover application for fast, detailed data insights.

Business Benefits

With Elastic, Achmea can quickly and accurately search entire databases for a specific piece of information, such as a customer relationship number or policy number. It has also added several metadata fields to these types of system messages. This includes the integration, server, and platforms associated with the message as well as performance times for fine-tuned observability. Every new service and integration that the team develops will be tracked using Elastic.

If an interface or integration creates an issue, the team can quickly investigate, analyze, and monitor performance. We can count the volume and type of messages that flow around and resolve bottlenecks where they impact performance.

Why Atos

Formerly Engage ESM, the ServiceNow Practice is an Atos Business and Elite partner for ServiceNow® globally; providing design, implementation, and support services to customers worldwide. Engage ESM helps customers improve their performance across IT, Operations, Customer Service, Security, and HR – and extend the value of existing investments in ServiceNow®.