As a leading global provider of claims management solutions, our client operates in more than 70 countries and handles an immense volume of complex insurance claims for major insurers, brokers, and corporate clients. In a high-stakes industry where speed, accuracy, and operational resilience are mission critical, the organization recognized that legacy application environments could no longer support the demands of modern claims processing. The imperative was clear: modernize, optimize, and build a foundation for ongoing innovation.
Laying the Groundwork for Transformation
The client partnered with Persistent to reimagine its application environment, beginning with one of the largest transitions of its kind. More than 160 new resources were integrated in just two months, including the seamless rebadging of nearly 150 staff across the US and UK. Persistent consolidated vendors and resources, centralizing support while establishing robust governance and compliance practices, including KPMG-audited processes, across four global regions.
Within weeks, a 750-plus strong team was delivering around-the-clock coverage across five time zones, supported by Persistent’s proven transition framework and agile methodologies. This foundational phase set the stage for operational stability and service excellence.
Delivering Excellence at Scale
Once the transition was complete, Persistent’s AMS model brought the client’s operations into a new era of efficiency and reliability. Centralized offshore support enabled true 24x7x365 coverage, with streamlined processes and a single-pane-of-glass view into all applications. The impact was immediate and measurable: 100 percent SLA adherence on all tickets and incidents, a customer satisfaction score of 4.5 out of 5, and approximately 40 percent operational expense savings over three years.
Process optimization and continuous improvement became business as usual, backed by ongoing audits and regular business reviews. With a solid operational backbone, the client gained the freedom to focus on what mattered most— delivering better, faster outcomes for clients and their customers worldwide.
Unlocking Continuous Value with AMS
Persistent’s collaboration with the client on AMS did not stop at operational excellence. By introducing automation, self-help tools, and exploring Generative AI (GenAI) use cases, the client shifted from a reactive maintenance mindset to a proactive, innovation-led model. Application digital engineering services, on-premises data center optimization, and advanced analytics became part of the AMS toolkit, continually driving new efficiencies and business agility.
As a result, the organization realized a 60 percent gain in business efficiency, transforming its application landscape into a source of competitive advantage rather than just cost control.
With Persistent as a dedicated modernization partner, this leading claims management provider is now positioned to scale, adapt, and innovate. This story mirrors the ambitions of forward-thinking enterprises worldwide. For organizations like Diageo, this journey offers a blueprint for unlocking lasting value through Application Managed Services that go beyond support to deliver true transformation.
