Auto & General drives reliability and enhances customer experience with Dynatrace
Company Size
1,000+
Region
- Asia
Country
- Singapore
Product
- Dynatrace
Tech Stack
- Cloud
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Auto & General is a subsidiary of an international insurance group with millions of policyholders across four continents. The parent company generates over $2 billion in annual revenue. Auto & General's brands include Budget Direct Insurance Singapore and EasyCompare. The company is part of the rapidly evolving global insurance market, which is swiftly embracing a digital-first mindset, with insurtech companies leading the charge. Auto & General Southeast Asia (SEA) is keen to accelerate its digital transformation to make quality coverage more accessible. The group strives to provide best-in-class customer service and frictionless experiences at every touchpoint in its customers’ digital experience.
The Challenge
Auto & General Southeast Asia (SEA) was keen to accelerate its digital transformation, to make quality coverage more accessible. The group strives to provide best-in-class customer service and frictionless experiences at every touchpoint in its customers’ digital experience. Auto & General SEA therefore needed to proactively monitor the performance of the applications supporting its brands’ digital services, so it could optimize the customer experience and maximize conversions. To enable this, it needed a solution that could simplify the complexity of its technology stack and integrate with all major cloud platforms. It was also essential that its teams had a single platform providing end-to-end observability and real-time insights into customer journeys across services for both its major brands. This would be critical to its teams’ ability to understand all application dependencies and access precise answers into the root cause of any technical issues, so they could be resolved before users were impacted.
The Solution
After evaluating the market, Auto & General SEA selected Dynatrace, which offered a unified platform that continuously discovers and instruments all components in its cloud environment. The platform’s AI capabilities and Smartscape technology enable it to go beyond mere metrics, logs, and traces, to automatically analyse service flows and provide real-time visualisations of application topology. This offers Auto & General’s teams a detailed, end-to-end view into its cloud environment and reveals all dependencies between the applications and services supporting its brands. The precise answers from Dynatrace empowered Auto & General’s teams to mitigate performance issues with real-time alerts and AI-assisted root cause analysis as problems arise. Together with Dynatrace’s smart baselining, this enabled Auto & General to eliminate the guesswork when reviewing key performance benchmarks, by automatically weeding out false positives and duplicate alerts.
Operational Impact
Quantitative Benefit
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