Client Overview

A leader in providing insurance products and services listed on the Swiss Stock Exchange, this client is one of the largest insurance companies in Switzerland. With more than 4,600 employees, the company provides non-life and life insurance products across Europe.

Business Challenge

This large insurance company invested more than €10 million in a new CRM system based on IBM Notes. This application is used by their external sales force to enter customer data, track sales activity and lookup customer information. The sales staff were experiencing delays up to 13 minutes while working with the system. The client had narrowed down the performance issues to be in LotusScript, but with thousands of lines of code, it would be very difficult to isolate the trouble spots manually.

Troubleshooting application performance was costing the client significant hours of lost sales time. Furthermore, the sales people were beginning to walk away from the application, creating a situation where the customer information and sales call tracking was no longer documented in a centralized location. The developers spent several weeks trying to isolate the Lotus Script performance issues without success. The situation had become dire enough that management was considering moving onto another CRM application, in spite of their recent €10 million investment.

The Teamstudio Solution

In searching for a way to minimize the time required to locate the most recent version of a template, the client turned to Teamstudio. Teamstudio recognized that their problem was the result of a poor process. As a result, a recommendation was made to use Teamstudio’s Build Manager which would allow the client to deny developer access to the production environment. Although the client would like to enforce this policy, it was not a reasonable solution, since they felt they would not be able to deny request changes from higher level management.

The second recommendation was to use Teamstudio’s Delta product, which would allow developers to conduct a side-by-side comparison of two different versions of a template or a database. Since this occurs on a regular basis, the client wanted to obtain a copy of Delta for each developer so that they could generate a comparison report as necessary, without having to go through a centralized group.

Results

After running Teamstudio Profiler for only a few days, major improvements to LotusScript were made, providing them with the high performance CRM system they thought they bought to begin with. The sales staff re-engaged with the CRM system after it was proven that the performance challenges had been resolved. The IT organization is once again living up to its IT Governance strategy by providing support for the overall business objectives, controlling costs and minimizing risks. What had been a very difficult challenge for the client turned out to have a simple solution.

This saved the client weeks, if not months of development time in working through the performance issues. The client estimates that they had already invested more than €15,000 in trying to resolve the performance issue without success. Additional cost savings were realized by retaining their €10 million investment in the existing CRM solution. Re-training costs for a new application would have added to the cost burden. Finally, lost sales staff productivity during the process of obtaining a new CRM system would have likely had a significant and negative impact on the client’s customers, investors and employees.