Case Study: FINEOS cuts escalation time by 86% with Appfire’s JMWE

FINEOS achieves 86% reduction in ticket escalation time with JMWE

FINEOS, a leading provider of core systems for the insurance industry, faced challenges in its IT support operations, including time-consuming manual ticket escalations, difficulties maintaining regulatory compliance, and ensuring data consistency. These manual processes were labor-intensive and hindered the company's ability to respond swiftly to support requests. To address this, FINEOS turned to Appfire and its Jira Misc Workflow Extensions (JMWE) app for a more powerful automation solution.

Appfire's JMWE solution automated key workflows, including post-implementation validation, cross-instance ticket escalation, and the blocking of false alarms in Opsgenie. This implementation delivered significant results for FINEOS, including an 86% reduction in ticket escalation time, saving 12 minutes per ticket. The automation also saved 20 minutes per deployment and improved overall compliance and operational accuracy. The solution from Appfire enabled FINEOS to optimize resources and ensure reliable, consistent IT support operations.

FINEOS

Ricardo Gomes

CloudOps Administrator