Case Study: TMNA Services achieves comprehensive internal and external end-user monitoring and faster troubleshooting with Catchpoint

Building a Strong Internal and External End User Observability Strategy

TMNA Services (TMNAS) is the shared-services IT arm for Tokio Marine North America that centralizes application support for sister companies. Facing critical seasonal peaks, VPN/IP-restricted access, and reliance on infrastructure alerts rather than user-experience monitoring, TMNAS often learned about outages only after users reported them—slowing root-cause isolation and remediation.

TMNAS implemented Catchpoint Synthetic—deploying nodes across the US and Mexico and integrating results with AppDynamics, ServiceNow, SolarWinds and others—to run active 5‑minute checks, capture error screenshots, retain raw data for trend analysis, and emulate end-user environments. The result: faster, more accurate troubleshooting (including isolating ISP vs. vendor issues), verified vendor SLAs, improved transparency into DNS/LDAP/network health, better remote-worker support, and a measurable uplift in IT maturity and employee/customer experience.

TMNA Services

Pete Charlton

IT AVP