Continuous support for sales, self service and ecommerce at Orígenes Seguros

Orígenes Seguros sells and serves its policyholders through three digital fronts: the Channels systems that quote and issue, the Orígenes Online self service portal and the ecommerce landing pages where life insurance and savings plans are bought.

These are systems that cannot go unanswered when an incident hits nor hold back the changes the business asks for, and those two demands pull in opposite directions without a dedicated team.

• Incidents do not wait: a landing page that fails to issue is revenue not coming in, measured in hours.
• Neither do changes: the business asks for adjustments and an incident queue holds them back.
• Three systems, one effort: handling them separately multiplies the coordination cost.

Without a structure to order demand, the urgent eats the planned every month.

We sustained all three systems with a stable team over twelve months, on a base of 120 monthly hours, with every request ordered before execution.

The contract ran from March 2020 to March 2021.

Three systems under one scheme

• Incident resolution across Channels, Orígenes Online and the ecommerce landing pages.
• A single team covering all three, instead of three separate fronts.

Every request under contract before it starts

• Logged in a tracking tool with a ticket number.
• Effort estimated and date agreed with the client counterpart before execution.
• A support coordinator managing demand, so the urgent does not displace the agreed.

Versioning and deployment with an owner

• Version management and environment rollout handled by a configuration manager.
• Changes reach production through a known, repeatable path.
• Versioning leaves a trail of what shipped and when, which is what allows rolling back without guessing.

Architecture and technology

• Support across the Channels systems, the Orígenes Online portal and the ecommerce landing pages.
• Tracking tool with numbered tickets, estimation and prior approval.
• Stable team with a support coordinator and a dedicated configuration manager.
• Agreed monthly hour base, giving both sides predictable capacity.

Learn more about software development.

All three systems were sustained for a full year, with demand ordered rather than handled by urgency.

Starting point

• Three production systems with no dedicated team behind them.
• Incidents and change requests competing for the same effort.

Results

• 12 months of continuous support, March 2020 to March 2021.
• Base of 120 monthly hours available.
• 3 production systems covered by the same team.
• Request management with numbered tickets, estimation and prior approval.

Strategic impact

• Agreeing effort and date before execution makes support plannable.
• A dedicated configuration manager stops deployment from being an event.