Industry: Insurance
Solution: Reveille & Reveille User Analytics for Intelligent Document Processing (IDP)
Insurance organizations depend on Intelligent Document Processing (IDP) to handle massive volumes of claims, correspondence, and customer documents. For one global insurer, however, limited operational visibility across its IDP environment was driving high help desk volumes, reactive IT operations, and unnecessary manual effort.
This success story highlights how the insurer used Reveille to shift from reactive firefighting to proactive service assurance—reducing trouble tickets by more than 50% and reclaiming valuable IT resources.
The Challenge: Reactive Management in a High‑Volume IDP Environment
The insurer had deployed a leading IDP platform across a global environment processing approximately 4.8 million pages per year. Despite the scale and importance of the system, day‑to‑day operations were strained:
- High volumes of help desk calls tied to document capture and processing issues
- IT teams operating reactively, often learning about problems only after users were impacted
- Limited visibility into the health and performance of business‑critical document capture components
- Multiple systems management tools in place—but none delivering deep, module‑by‑module insight into IDP workflows
The organization needed a protective monitoring layer that could provide early warning and automated alerts—before issues reached end users.
The Solution: Proactive IDP Monitoring with Reveille
To address these challenges, the insurer deployed Reveille and Reveille User Analytics for IDP.
Reveille provided the operations team with the ability to:
- Detect IDP application and performance issues prior to end‑user impact
- Automatically alert IT teams when abnormal behavior or bottlenecks emerged
- Gain visibility into system constraints and actionable application metrics
- Confidently monitor system behavior as IDP upgrades and changes were introduced
As one customer noted:
“Reveille has revolutionized how our help desk is used and has been extremely instrumental in allowing us to be proactive and get ahead of issues that would affect our end‑users.”
The Results: Fewer Tickets, Greater Efficiency, Measurable Savings
With Reveille in place, the insurer quickly realized tangible operational and financial benefits:
- Reduced help desk trouble tickets by over 50% through proactive, automated monitoring
- Improved visibility into system bottlenecks, supporting smoother IDP upgrades and performance tuning
- Reallocated two full‑time employees to higher‑priority initiatives
- Eliminated roughly 70 hours per week of manual monitoring and troubleshooting
These improvements translated directly into lower operational costs and more resilient IDP services.
Why It Matters for Insurance IDP Operations
In insurance, document‑driven processes such as claims intake, correspondence handling, and policy servicing are mission‑critical. Without proactive monitoring, IDP issues can quietly escalate—impacting service levels, staff productivity, and customer experience.
Reveille enables insurance organizations to move beyond basic monitoring and toward continuous service level assurance, ensuring IDP environments remain stable, efficient, and scalable as volumes grow.
Learn More
If your insurance organization relies on IDP to support high‑volume, business‑critical processes, proactive observability is essential.
- Explore Reveille for IDP Solutions: https://www.reveillesoftware.com/solutions/
- Learn how Reveille supports Insurance organizations: https://www.reveillesoftware.com/reveille-for-insurance-2/
