Case Study: ICICI Prudential Life Insurance slashes issue resolution time by 95% with DevRev

ICICI Prudential Life Insurance uses DevRev to slash resolution time by 95%

ICICI Prudential Life Insurance faced a significant challenge as its support and development teams struggled to resolve technical complaints from sales representatives. The support team was delayed by vague reports and the unavailability of sales reps, while developers could not replicate issues effectively even with crash logs. This process inefficiency hindered the sales process and impacted overall performance, leading the company to seek a solution from vendor DevRev.

By implementing DevRev's Computer for user insights, the teams gained real-time visibility into user interactions and app issues. The support team could now create detailed tickets with full context, and developers used app logs and stack traces to quickly reproduce and fix problems. This solution from DevRev slashed the average issue resolution time by 95%, reducing it from 48 hours down to just 2 hours, which significantly enhanced app reliability and customer satisfaction.

ICICI Prudential Life Insurance

Kunal Kadam

Senior IT Project Manager