a member of Group Elephant
beyond corporate purpose
CCC drives reliability across the auto col
Interview CCC John Goodson CTO_Short
Key benefits
- Increased efficiency through a simplified and automated monitoring system
- Improved proactive system performance and issue-resolution monitoring
- Streamlined communication through a centralized dashboard and alert system
“We need high performance. We need to understand clearly what is happening inside our system. AppDynamics helps us do that.”
John Goodson
Chief Technology Officer, CCC Intelligent Solutions
Challenge
Achieving observability to prevent downtime of critical systems
For tens of thousands of collision repairers, hundreds of insurance carriers, and thousands of auto parts manufacturers, nearly all data related to filing insurance claims, locating replacement parts, and managing car repairs runs through CCC Intelligent Solutions' cloud platform.
With more than $100 billion processed through CCC each year — and millions of consumers financially and emotionally impacted by car accidents — the stakes are high for the P&C insurance software provider to maintain operational integrity.
Solution
Proactive customer-level observability on a single platform
Evolutio, an AppDynamics implementation partner, introduced advanced capabilities of the AppDynamics observability platform to CCC, giving the software-as-a-service (SaaS) platform provider better visibility into its technology stack. CCC’s engineering team standardized their site reliability operations on AppDynamics and adopted these advanced application performance monitoring (APM) and business analytics features.
AppDynamics and Evolutio helped CCC to better proactively identify potential system issues and pinpoint the root cause — even when the issues are outside of their environment. For example, when an insurance user expressed concern about performance issues in an application programming interface (API) integration, AppDynamics identified the source of the issue and determined the slowdown had resulted from a network change on the customer’s system.
CCC's teams can view critical information such as service speed, flow activity, and server health on customizable AppDynamics dashboards, which pulls in performance and usage data from all customer application and network data sources and automatically alerts engineers if anything's amiss. Tailored reporting capabilities let CCC monitor system- and customer-level infrastructure to account for each customer bucket. For instance, CCC can view and compare its infrastructure and application performance metrics for insurance firms with those for car repair shops.
AppDynamics takes visibility a step further with proactive analytics. Engineering teams not only see active slowdowns but also gain predictive information on where issues may arise. Like its dashboards, AppDynamics' notification system is customizable, allowing users to specify the levels of concern that trigger an alert.
Benefits
Simple, predictable performance to improve the customer experience
The ultimate benefit of AppDynamics is an improved customer experience for CCC’s clients that process automotive-related transactions. By identifying and preventing system issues before they happen, CCC delivers consistent performance and reliability of its platform.
“Let's say there's a performance issue, unexplained terminations, or something else that's not normal,” says Goodson. “To the customer, that's their view of your business. Our Net Promoter Score (NPS) is 82, which is higher than that of Amazon, Microsoft, or Apple — higher than companies that are perceived to offer great customer experiences. A lot of that is because of how we keep our systems available.”
CCC has gained significant value from working with Evolutio. In addition to guiding CCC through adoption, Evolutio helped create rules that automatically trigger alerts when AppDynamics detects deviations from CCC standard service-level performance.
“AppDynamics has simplified how we view performance and availability,” says Einhorn. “As engineers, we tend to over-engineer monitoring and alerts, which can create noise and makes it hard to get to the root of potential problems. AppDynamics streamlined our approach tremendously, enabling teams to cut through the noise and focus on what matters.”
“We're transforming our operational model to make it more effective and efficient, and AppDynamics is right there in the mix of that. This effort around observability is helping our organization evolve.”
Shelly Einhorn
Vice President of Telematics Technology, CCC Intelligent Solutions
Contact Information
167 North Green Street | 4th Floor Chicago, IL 60607