Provinzial drives operational efficiency and transforms insurance services with Dynatrace

The insurance industry has undergone a significant transformation over the past decade, as customers have turned increasingly to digital self-service channels. To stay ahead of this trend, Provinzial embarked on a transformation journey, so it could bring new digital insurance services to market faster. As part of this initiative, Provinzial created an online portal to give agencies and customers fast, efficient access to their insurance contracts. Amongst other functions, the online portal allows customers to check their details, register a claim, or update personal information at any time.

To support its continued transformation, Provinzial wanted to simplify its technology stack. The insurer has undergone several mergers in recent years, to accelerate business growth. However, each business unit operated with its own technology stack and toolchain, creating a complex and fragmented landscape. Provinzial saw that it could accelerate its digital transformation by consolidating tools and moving to a centralized operations model. Its ultimate goal was to enable different teams to collaborate more effectively and find common solutions to problems using a shared source of insights.

Provinzial evaluated a number of solutions and identified Dynatrace’s unified observability and security platform as the best suited to its needs. The IT team was drawn to Dynatrace’s ease of use, integrations with core technologies in Provinzial’s hybrid cloud environment, and advanced AI and automation capabilities, which would help to reduce complexity and accelerate time to insights.

“We chose Dynatrace because it could become the cornerstone of our observability capabilities,” said Wend Müller, IT Systems Specialist – Observability, Provinzial. “Now, we can observe our systems enabling us to provide stable services to all agencies and customers. With Dynatrace, we get automated root cause analysis, allowing us to proactively identify and resolve issues before customers are impacted, so we can ensure our applications work as designed around the clock.”

• Efficient operations: Dynatrace’s integrations with the key technologies in Provinzial’s stack, including OpenShift and other cloud platforms, enabled it to consolidate approximately 10 monitoring tools into just one observability and security platform, thus simplifying management and reducing costs. With Dynatrace’s powerful AI capabilities, Provinzial’s IT teams can now identify the root cause of performance issues much faster. They also leverage the platform’s intelligent automation capabilities to route problem tickets to the right team to resolve, driving further efficiencies.
• Improved collaboration: Everyone in Provinzial’s IT department has access to Dynatrace, which enables them to maintain a shared source of visibility into the service levels associated with all layers of its technology stack, from databases and servers to applications and user experience. Dynatrace’s open API creates further value by enabling Provinzial to feed in custom metrics and data from external systems to enhance observability-driven automation.
• Eliminated blind spots: Dynatrace’s full stack observability and causal AI capabilities mean that Provinzial can identify the root cause of problems even in systems where it has not been deployed. Dynatrace visualizes the dependencies between different components of Provinzial’s technology stack, so it can pinpoint the precise root cause of a problem wherever it lies, based on its deep context and understanding of the environment. As a result, Provinzial has seen a significant reduction in mean time to resolution (MTTR).
• Increased value: Looking to the future, Provinzial is migrating from Dynatrace’s on-premises Managed offering to its SaaS platform, which will make it possible to unlock even greater value from its observability data. Provinzial will have access to Dynatrace’s latest innovations, including AppEngine and AI-assisted dashboards, along with the ability to query logs more easily in Grail. This will enhance the AI-driven insights Dynatrace provides with deeper, richer context to enable better, more confident decisions. Provinzial also expects to see further operational savings by eliminating back-end infrastructure and maintenance costs.

“For anyone who's considering Dynatrace, I can tell them it's worth it,” continued Wend Müller. “Dynatrace has a high grade of plug and play and automation, which gives me more time to focus on solving the real problems. There’s also fantastic support from the team. Everyone I meet at Dynatrace is really listening to us as customers, and they provide a solution every time.”