Summary: A mid-sized US insurance company with operations across 18 states was managing IT infrastructure and application support through a mix of in-house staff and local contractors. Rising costs, inconsistent SLAs, and difficulty finding specialised talent were putting pressure on the CTO to find a more sustainable model.
Expedite Software Services transitioned the company's entire application maintenance, infrastructure management, and L1–L3 support to a dedicated 30-person offshore team in India — reducing costs by 45% while improving uptime to 99.95%.
Achieve 40–45% cost savings by transitioning application maintenance and support to a dedicated offshore team.
Move from 97.5% average uptime to 99.9%+ across all insurance processing and claims management systems.
Establish round-the-clock L1–L3 support coverage — replacing the current business-hours-only model.
Ensure offshore team members understand insurance domain terminology, workflows, and regulatory requirements.
Maintain SOC 2, HIPAA, and state-level insurance regulatory compliance through the transition and beyond.
Comprehensive knowledge transfer and documentation to eliminate single-person dependencies and institutional knowledge risk.
.NET (C#), Java (Spring), SQL Server, Oracle, IBM MQ
Azure (App Services, SQL, Blob Storage), AWS (S3, EC2)
Dynatrace, Splunk, Azure Monitor, PagerDuty, Opsgenie
ServiceNow, Jira Service Management, Confluence
CrowdStrike, Qualys, Azure Sentinel, HashiCorp Vault
Azure DevOps, Octopus Deploy, SonarQube, Selenium
IT support costs growing 18% year-over-year — driven by contractor rate increases and difficulty retaining specialised talent.
No standardised SLA framework — incident resolution times ranging from 2 hours to 3 days depending on who was available.
Critical system knowledge locked in 3 senior engineers — any absence created immediate operational risk.
Claims processing systems running batch jobs overnight with no monitoring or support — failures discovered the next morning.
12-week knowledge transfer with shadow operations — every process documented, validated, and rehearsed before handover.
30-person team: 10 app support, 8 infra/cloud, 5 DBA, 4 QA, 2 security, 1 delivery manager — all insurance domain trained.
Round-the-clock Network Operations Centre with 15-minute P1 SLA, automated alerting, and structured escalation paths.
Implemented Dynatrace APM and Splunk SIEM — shifting from reactive firefighting to proactive incident prevention.
Unified compliance playbook covering SOC 2, HIPAA, and state insurance requirements — quarterly audit reviews.
Monthly service reviews with SLA dashboards, root cause analysis, and a backlog of infrastructure improvements.
Annual IT support spend reduced from $4.2M to $2.3M — fully loaded including offshore team, tools, and management overhead.
System availability improved from 97.5% to 99.95% — zero unplanned outages in the last 9 months of Year 1.
Mean time to resolution reduced from 6+ hours to under 75 minutes with structured escalation and 24/7 coverage.
All critical processes documented — zero operational disruption during the 12-week transition period.
SOC 2, HIPAA, and all 18-state insurance audits passed with zero findings in the first year of offshore operations.
Client expanded scope to include application development and data analytics in Year 2 — adding 15 more team members.