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可观测性 金融服务
苏黎世保险借助 Elastic Cloud 提升客户信任度,承保客户未来安心无虞
苏黎世保险借助 Elastic 加快了新保险产品和服务的面市时间。迁移到 Elastic Cloud on Kubernetes 后,员工能够快速解决理赔问题,从而提高了客户的满意度和信任度。
苏黎世保险借助 Elastic 为客户提供了全新的和更具吸引力的产品和服务。迁移到 Elastic 后,不仅实现了成本降低,还获得了最佳的投资回报。
有了 Elastic,苏黎世保险能够在几分钟内发现并解决内部和客户面临的问题,无需像之前那样需要数天。部署 Elastic 之后,应用程序可见性得到极大提升,这不仅增强了消费者的体验,还留住了老客户,引来了新客户。
借助 Elastic,超越客户期望,推动创新 对于苏黎世保险集团 来说,保险远非一项业务那么简单,它不仅关乎客户本身,还涉及客户的切身利益,始终致力于给客户带来内心的安宁和建立未来的信心。这家拥有近 150 年历史的公司,始终秉持客户第一的理念,也正是这一承诺,成为其进行数字化转型的动力。
公司的使命之一就是,以最有效的方式持续为客户提供优质服务。为了吸引新客户,苏黎世保险不断对旧有的应用程序更新换代,并将许多工作负载迁移到 Elastic Cloud 上来。通过迁移工作负载,这家保险公司得以构建新型的数字服务,例如改进的理赔报告和远程风险评估,进而实现了服务增值。此外,公司还推出了多款全新的保险产品,例如 Zurich Klinc,这是一款专门面向智能手机、相机和电动自行车等个人电子设备打造的承保产品。
在苏黎世保险,我们希望超越客户期望,为客户日益数字化的生活方式保驾护航。这也是我们迁移到 Elastic Cloud Kubernetes 的原因。有了 Elastic,我们可以始终专注于客户需求,推动创新,并简化我们的 IT 环境。 – Sandra Hauser, 苏黎世保险转型与技术主管
苏黎世保险是全球最大的上市公司之一,拥有 55,000 名员工,客户遍布 215 个国家和地区。推动公司发展,需要采取全面的举措。但聚焦细微之处,很容易发现公司取得的每一个进步都离不开团队和 Elastic 推行者的努力付出,例如,苏黎世高级项目负责人 Brian Keegan 和苏黎世解决方案集成主管 Evgeny Sitnikov 就是其中的两位推行者。
Brian Keegan 和 Evgeny Sitnikov 所领导的项目,并不是大多数员工和客户所能看到的表面工作,但他们的工作是实现持续创新的有力支撑,有助于保持公司的竞争力和客户满意度。他们监管的核心技术之一就是 Elastic,这项技术不仅有助于理赔代理提高工作效率,提供更好的客户服务,还能帮助开发人员推动创新,所有这些都会对企业的利润产生重大影响。
加快理赔流程,更好地为客户服务 苏黎世保险采用 Elastic 技术已达五年之久,Elastic 已成为公司更好地服务客户和保持客户信任不可或缺的一部分。公司在其用于理赔的应用程序中使用了 Elasticsearch,让代理在与客户通电话时,能够快速提取联系人记录和理赔历史记录。放在过去,访问此类信息非常困难,甚至难以做到,因为数十年的数据分散在数十个旧有的系统中。这种情况下,代理不得不花时间向客户本人收集个人数据,延长了通话时间不说,还会让理赔过程变得麻烦,使本就沮丧的客户平添焦虑。
现在,借助 Elastic,代理在需要此类客户数据时便可随手拈来。
通过整合客户数据并通过 Elasticsearch 使数据易于搜索,苏黎世保险的理赔代理可以实时获取准确的信息,并更快地响应客户的查询。这样一来,每次通话都能节省几秒钟到几分钟的时间,就是这短短的时间,积少成多,在客户满意度方面带来了显著改观。 – Evgeny Sitnikov, 苏黎世保险解决方案集成主管
借助 Elastic Cloud on Kubernetes,实现加速、扩展和增强相关性 随着苏黎世保险推动创新来满足客户不断变化的需求,Elastic Stack 在开发周期中也发挥着重要的作用。从测试、部署到投入生产,数以百计的苏黎世保险开发人员和测试人员依赖 Elastic 获取应用程序日志记录,确保面向员工和客户的应用程序保持高标准的性能和可用性。他们从多达 40 个本地和云应用程序中提取日志,这其中既有运行 40 年之久的旧有保险系统,也有现代的数字应用,最终创建了一个包含请求和事件的汇总视图,所有这一切都是为了更好地服务于客户。
苏黎世保险在采用 Elastic 之前,应用程序日志都是孤立存在的,在请求和检索数据时,特别是所需数据存储在由第三方管理的系统中时,可能需要花费数天时间。现在,有了 Kibana 仪表板,可以实时可视化这些日志,团队无需等待数天,在几分钟内即可排查和修复 IT 问题。这极大缩短了问题的平均解决时间 (MTTR);随着苏黎世保险迁移到云并打造数字体验,以在竞争环境中满足员工和客户日益增长的期望,缩短平均解决时间变得至关重要。
但是,保持快速的创新步伐就意味着 IT 环境也需要不断发展。IT 团队需要更大的存储容量和可扩展性,以适应不断增长的应用程序日志记录的存储需求,这意味着必须迁移到云中。为了扩展规模,增加收入,扩大客户群并提高客户满意度,苏黎世保险选择了 Elastic Cloud on Kubernetes (ECK)。
苏黎世保险的瑞士业务部门根据 Elastic Cloud Kubernetes 新方案制定了整个云战略。 – Sandra Hauser, 苏黎世保险转型与技术主管
易用性和最佳实践已通过 Elastic 咨询得到验证 苏黎世保险一直在寻求采用 Kubernetes 来帮助将应用程序迁移和部署到云中,从而全面实现其应用程序基础架构的现代化。因此,当 Elastic 发布 Alpha 版的 Elastic Cloud on Kubernetes (ECK) 时,公司就抓住了这个机会。
Brian Keegan 的团队首先进行了概念验证,以测试 ECK 在 Microsoft Azure Kubernetes Services (AKS) 上的可行性,随后协同 Elastic 咨询 和 Microsoft 团队,就架构和用例进行集思广益,并以最佳实践验证这一方法。Elastic 顾问在开发概念验证的过程中提供了支持,为苏黎世保险的 IT 团队奠定了理想的培训基础。Elastic 团队协同苏黎世保险,一起制定了在 Kubernetes 中捕获日志的途径,并就有关 Azure 组件、实例大小和存储类给予了诸多建议,为投入生产帮助做好了一切准备。有了他们的参与,为 ECK 的实施提供了坚实的出发点,ECK 默认提供安全防护,并且支持声明性用户和角色。
Brian Keegan 说,“我们与“Elastic 咨询”团队的合作体验非常好”,“他们的指导对我们按时完成任务起到了很大的作用。我们在不到六周的时间内,完成了最小的可行性产品的实施,并达到了 UAT(用户验收测试)的要求,这为我们投入生产开了绿灯。”
迁移到 Elastic Cloud 极大地简化了升级和基础架构变更。这意味着,苏黎世保险从 Elastic Stack 的实施中获得了最佳的投资回报,消除了许多对增长、收入和扩展存在不利的遗留解决方案,同时将员工从升级和解决超时问题中解放出来,让他们专注于改进产品和服务。
Evgeny Sitnikov 说,“过去,执行一次升级需要一个庞大的项目,涉及多个团队的许多人员,而且可能需要几个星期才能完成”,“现在,有了易于使用的 Elastic,我们在几小时内即可完成基础架构的变更,无需再花费几天或几周。”
Evgeny Sitnikov 和 Brian Keegan 预计,随着从多个数据源提取数据,Elastic 的使用量会随之增长。为了经济高效地管理数据,他们将充分利用 ECK 中的冷节点、温节点和热节点,不断将较旧的数据转移到成本较低的冷存储中,同时保留数据,以供会计、监管和其他目的之用。
在 Microsoft Azure Kubernetes 上使用 ECK 承保未来 消费者已经看到了成效 — 代理的理赔响应速度大大加快,新型便捷的在线服务以及现代化的保险产品不断推出,能够为他们最重要的事物提供保障。而这仅仅是开始。
当 Evgeny Sitnikov 和 Brian Keegan 提及未来发展时,他们认为,Microsoft Azure Kubernetes 上的 ECK 是进一步推动创新和提高效率的战略途径。
迁移到在 Microsoft Azure 上运行的 Elastic Cloud on Kubernetes,让我们能够为业务寻求新的用例,包括应用程序性能监测 (APM)、安全信息和事件管理 (SIEM),以及用于异常检测的 Machine Learning。 – Brian Keegan, 苏黎世保险项目负责人