Customer Story

How Careful Planning & Due Diligence is Steering Vitality to Success on their Journey to the Cloud

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About Vitality

Vitality is a prominent insurance and financial services company that offers a range of products and services, including life insurance, health insurance, investments, and savings plans. Vitality has just entered the build phase of its migration to CCaaS, not just on the platform but also with its microservice architecture environment, network changes, and other different components.

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The Challenge

Vitality’s large business structure is made up of multiple business units and diverse operational teams. This posed significant challenges for cloud migration, because each unit had unique requirements, necessitating extensive planning and coordination.

Vitality was challenged with limitations especially in terms of architectural and business analyst roles, which created bottlenecks and slowed down progress during the planning phase.

Complexity and Size.

Resource Constraints.

Stakeholder Alignment.

Ensuring alignment among various stakeholders, both internal and external was crucial but challenging due to the multitude of requirements and dependencies.

Challenge #1

Challenge #2

Challenge #3

“One of the biggest challenges was structurally, in a business of our size… (Vitality is) large enough that it's really complex, and we've got a lot of moving parts and dependencies … with all of the different business units.”

-George Seddon, Group Contact Routing Manager, Vitality

The Solution

Vitality adopted a phased, two-step planning approach including conception, design, and shaping. A combination of Cyara's Velocity, Cruncher, and Pulse products supported Vitality with Agile practices and brought visibility. to the entire project. Vitality documented detailed user stories and requirements to ensure alignment and avoid surprises down the line. They adopted an Agile approach, which facilitated efficient collaboration, reduced delays and maximized the development team’s productivity. They also implemented a full stack model, where engineering managers took ownership of end-to-end technical components, simplifying decision-making and reducing the number of stakeholders involved to save time and costs.

Key Outcomes

Alignment and clarity. Detailed planning and user stories ensured alignment and minimized surprises during the project, improving overall efficiency.

Efficient resource utilization. Agile methodology and structural changes optimized resource allocation and improved team productivity.

Timely progress. Phased planning, combined with Agile practices, contributed to timely progress, resulting in Vitality’s ability to reach the build phase as planned.

Additional expertise. Leveraging Cyara’s Expert Services provided specialized knowledge and reduced the burden on internal teams, enabling them to concentrate on essential project deliverables.

Alignment and Clarity

Efficient Resource Utilization

Timely Progress

Additional Expertise

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