Leading North American Insurance Major
SCOPE OF WORK
• Production Support & Maintenance
of SAP Insurance solutions
covering SAP FS-CD, FS-RI, FS-
CM apart from generic SAP
solutions covering FICO, BP, SD,
MM, SRM, WM, Travel &
Expenses
• Geographic Scope Includes:30+
countries spread over North
America & Europe.
• •
Production Support Levels:
̶ L3 in all regions/ areas
̶ L2 in some regions
• Range of Activities:
̶ Configuration changes
̶ Enhancements
̶ Bug Fixes, Reports
̶ Performance Improvement
̶ User Queries
̶ Batch Job Maintenance
̶ Interface Monitoring
̶ System Monitoring
̶ SLA regime with credits &
penalties
CLIENT CONTEXT
• One of the largest personal lines insurer in North America. It provides 13 major lines of insurance including life
insurance, supplemental accident and health insurance, annuity, and retirement products designed for
individual, institutional and worksite customers that are distributed through agencies, independent agencies,
financial institutions and broker-dealers
INFOSYS SOLUTION / APPROACH
• 24 hour On-Call support and 22.5 hour On-Desk support across Onsite/Offshore time zones for all priority
issues
• Governance structure with clear roles & responsibilities
Leveraging of Global Delivery Model (GDM), to deliver a quality solution
• Incident management across 6 assignment groups covering the complete SAP landscape
• Comprehensive knowledge management approach to retain the complete knowledge within project and making
it risk free from any team movement
BENEFITS DELIVERED / ENVISAGED
• Effective and quick transition with offshore/onsite teams ramping up in line with the plan
• Production deployment of enhancements done by Infosys team in parallel with the transition process
• Reduction in incident numbers with preventive maintenance initiatives
• Multiple Value adds in terms of automation of highly critical and manual tasks running in SAP resulting in
reduction of effort and minimal issues
• Metrics/SLA based engagement