Enteros UpBeat for Insurance

Case Study: Transforming Database Performance for a Leading Insurance Provider

Background

Our client, a prominent player in the insurance industry, faced a critical challenge with their SQL Server system. Characterized by unpredictable and unexplained performance spikes, these issues were affecting their operational efficiency and customer service levels.

The Challenge

• Complex SQL Server System: The client’s infrastructure comprised multiple SQL servers, each integral to their daily operations.
• Unexplained Performance Spikes: Random and severe performance spikes were occurring without any discernible pattern, hindering the stability of the system.
• Difficulty in Root Cause Analysis: Standard tools, like Idera and SSMS, and methods were proving inadequate in pinpointing the root cause of these issues

Our Approach

• Comprehensive Instrumentation: We instrumented the SQL servers to collect granular data every 3 seconds from the operating system, database systems, and storage network.
• Advanced Statistical Analysis: Our platform employed sophisticated statistical techniques to analyze various wait events, blockages, and locks.

Discovery and Resolution

• Identification of Locking Events: A detailed analysis revealed an unusual pattern of locking events, leading to system-wide blockages and shutdowns.
• Root Cause Analysis: We discovered that these issues were triggered by lock escalations, particularly during peak activity periods, such as when employees returned from lunch breaks.
• Effective Solution Implementation: By addressing the lock escalation process and optimizing data access patterns, we were able to prevent the widespread system blockages.

Results

• Rapid Problem Resolution: The root cause of the performance spikes was identified and resolved in under a day, showcasing our exceptional efficiency in problem-solving.
• Significant Cost Savings: By swiftly resolving the database performance issues, the client avoided potential revenue losses and reduced the costs associated with system downtime. The solution led to a marked reduction in operational expenses related to database maintenance and troubleshooting.
• Enhanced System Stability: The resolution of the performance issues resulted in a more stable and reliable database environment. This stability minimized the risk of future disruptions, leading to long-term savings in maintenance and IT support costs.
• Improved Operational Efficiency: With the elimination of system blockages and performance spikes, the client experienced a smoother, more efficient workflow. This improved efficiency translated into faster processing times for insurance claims and customer inquiries, directly impacting customer satisfaction and retention.
• Reduction in Resource Utilization: Our solution optimized the use of SQL server resources, leading to a decrease in the need for additional server capacity and cloud resource expenditure. This optimization directly translated into lower infrastructure costs for the client.
• Boosted Employee Productivity: By resolving the system issues, employees were able to focus on their core tasks without the interruptions of system outages, enhancing overall productivity and reducing labor costs associated with troubleshooting

Conclusion

This case study underscores our platform’s ability to not only swiftly identify and resolve complex database issues but also to generate substantial financial and operational benefits for our clients. Our approach goes beyond mere technical fixes, directly contributing to cost savings, operational efficiency, and enhanced service delivery in the highly competitive insurance industry. Our client’s experience is a testament to the tangible value our solutions bring to the table, making us a vital partner in driving business success.