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Upto 30% reduction in Total Cost of Ownership for an Independent Insurance Intermediary



The client is UK’s largest independent insurance broker, operating at over 100 locations across the UK and Ireland with a workforce of over 7000 people. They offer broking and underwriting services with insurer partners, which deliver a range of product and risk solutions.


The client was seeking to improve (3rd generation outsourcing) their service delivery experiences and build an Intelligent Foundation for scalable and flexible operations and strategic expansion. In addition, they wanted to enhance the end-user experience while reducing TCO.



Mphasis onboarded its proprietary Integrated Service management and automation platform – InfraGenie™ to standardize ITIL processes and thereby realize process efficiencies. The following services are delivered to the Customer in an integrated delivery model:

  • Supported 5000 Users, 1200 Servers (95% on Azure, 5% On-prem), 250+ MS SQL Databases, 6PB+ Data, 6000+ Service Desk Contacts
  • Structured on ITIL V3 Framework and process-driven operations, reducing human errors via orchestrated workflows, workflow automation
  • Mphasis deployed Hybrid Cloud Management Platform, for Hybrid Cloud Services
  • Integrated Endpoint Security
  • 24 X 7 Monitoring and On-call Support for hybrid infrastructure estate and applications
  • 12x5 NextGen Service Desk Operations, O365 Support for 5000 Users – MS Exchange, SharePoint, OneDrive, MS Teams
  • Endpoint security, Service Orchestration, and Service Management for ITIL Functions within the Customer Environment


The re-designed ecosystem could support 2000 remote connections, with:

30% reduction in Total Cost of Ownership

Improved User Experience Index via Self-service portal, Self-service adoption

Increased transparency for the IT operations resulted in a reliable partnership

Increased business flexibility for the M&A activities

99%+ Accurate CMDB enabling high visibility of the IT environment to the CXO leadership