THINK Blog DACH

Zurich Insurance Group (Zurich) is a leading multi-line insurer serving people and businesses in more than 200 countries and territories with about 60’000 employees.  The company relies on FileNet, the flexible and feature-rich content management solution from IBM, to manage its documents. The software is used in eleven business applications by eight Business Units operating in 35 different countries on three continents (Europe, Asia, Americas). 

However, Zurich 's FileNet landscape was somewhat complex: The software was used in different setups. Upgrades and patches were time-consuming, as the software requires several components to work together. Their mutual requirements and compatibility often presented the company with challenges.

Complex application landscape migrated to containers

Zurich wanted to reduce the complexity of the FileNet landscape and simplify and improve the handling of the content management system. Capgemini, whose cloud solution supports Zurich’s document management, was tasked with implementing this requirement. To achieve this, Capgemini’s consultants worked with the IBM Expertise Connect Team. Expertise Connect stands for experienced professionals who combine comprehensive knowledge of IBM technology and their environment. In this way, the team strives to support companies in increasing the value of their IT investments as quickly as possible.

To address the challenge, the teams decided to migrate Zurich's enterprise content management from a complex, distributed server setup to a streamlined container deployment model. The concept is straightforward: high-performance FileNet operation is based on pre-packaged  IBM-configured containers, from the web interface to the application server. When a component needs an update, fix, or upgrade, the new configuration can be pre-prepared as an image and swapped in which helps not to disrupt operations.

The team also converted Zurich 's case management to Business Automation Workflow (BAW). The advantages here: BAW combines case management components with business process management in an integrated workflow solution, which increases efficiency and improves collaboration between teams. More complex workflows can be automated, helping to achieve faster decisions and better business results.

Fixes and upgrades become faster, easier and more secure

The benefits for Zurich are considerable:  changes to the content management solution and its configuration can be carried out faster, more efficiently and with less complexity than in the previous heterogeneous constellations. In addition, the container-based configuration is highly available: There is an identical image that can take over operations  automatically in the event of a system failure. Last but not least, the container solution requires  less hardware, which could also save costs and be more efficient. The use of containers is also advantageous with a view to the future: the flexible configuration makes it easier for Zurich to retrofit new functions and technologies. For example, AI-based use cases can be added more easily in the future.  

The support provided by IBM Expertise Connect proved to be helpful in this project. They have been able to find quick and uncomplicated solutions to problems that arose thanks to their internal lab environment, their expertise, and internal network, creating a simplified experience for Zurich. Additionally, IBM Expertise Connect provided valuable guidance on addressing key issues and shared insights and best practices, supporting a comprehensive approach to problem-solving and helping Zurich keep the critical timetable in place. 

"The continuous support and comprehensive specialist knowledge of the IBM Expertise Connect consultants is a decisive added value for us," says Vicenç Cortes Olea, ECM Lead Solution Architect at Zurich Insurance Group. "Their expertise has been particularly beneficial in managing the complexities of our project, which involved migrating a technically and geographically diverse application landscape to an innovative container technology. This assistance has proven to be extremely helpful throughout the process."