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CASE STUDY

How iPipeline Improved Customer Satisfaction Through Proactive Monitoring

iPipeline supports insurers with cloud-based software that powers critical sales and policy workflows. By using Catchpoint to proactively identify and resolve issues, the company reduced issue resolution times, strengthened SLA compliance, and delivered a more consistent customer experience.
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COMPANY iPipeline
INDUSTRY Financial Services
PRODUCTS ‣ Synthetic Monitoring ‣ Synthetic Monitoring: On Demand ‣ Linux RPM (A1)
SOLUTIONS ‣ Custom reporting ‣ NOC alerts ‣ Enterprise Node testing
SUCCESS BY METRICS ‣ Reduced issue resolution time from hours to minutes ‣ Implemented a proactive issue prevention program ‣ Identified performance issues by end-user location using ‣ Enterprise Node testing
iPipeline

iPipeline is a leading global provider of comprehensive, integrated digital solutions for the life insurance and financial services industries in North America, and the life insurance, pensions, savings, and investments markets in the United Kingdom. The company offers more than 30 products and serves more than 100 insurance carriers, 2,500 broker-dealers and financial institutions, and 500,000 agents and advisors worldwide.

COMPANY iPipeline
INDUSTRY Financial Services
PRODUCTS ‣ Synthetic Monitoring ‣ Synthetic Monitoring: On Demand ‣ Linux RPM (A1)
SOLUTIONS ‣ Custom reporting ‣ NOC alerts ‣ Enterprise Node testing
SUCCESS BY METRICS ‣ Reduced issue resolution time from hours to minutes ‣ Implemented a proactive issue prevention program ‣ Identified performance issues by end-user location using ‣ Enterprise Node testing
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Improving Application Reliability Across the Insurance Journey

iPipeline’s cloud-based platform connects insurers, agents, advisors, distributors, and policyholders throughout the insurance sales process. Maintaining reliable application performance is essential to delivering the consistent digital experiences customers expect.

The Challenge

Without centralized visibility into application performance, iPipeline often had to wait for customers to report issues before engineers could begin investigating. Root-cause analysis could take hours, increasing the risk of SLA violations and affecting the customer experience.

Why iPipeline Chose LogicMonitor’s Catchpoint

iPipeline selected Catchpoint to gain deeper visibility into application performance through custom testing, Enterprise Node testing, and actionable reporting. The platform helps the team quickly isolate issues, identify affected infrastructure, and reduce the time required to resolve incidents.

The Impact

With proactive monitoring and intelligent alerting, iPipeline now identifies and resolves issues before they affect additional users. The company has reduced issue resolution times, strengthened SLA compliance, improved customer satisfaction, and delivered a more reliable experience for approximately 50,000 monthly users. 

“Catchpoint is particularly useful for taking internal testing right down to the web server level. We’ve had a couple of instances where one web server out of a pool of four was acting up. With Enterprise nodes, we can do transaction tests of our webpages directly at the server URL level.”

Malcolm Crouch Senior NOC Manager, iPipeline

Regaining Control of Application Performance

Before implementing Catchpoint, iPipeline often had to spend hours investigating application issues after customers reported them. Without clear visibility into the root cause, resolving incidents quickly—and maintaining service-level agreements (SLAs)—was an ongoing challenge.

Today, iPipeline takes a far more proactive approach. With deeper visibility into application performance and faster issue identification, the team can resolve problems before they affect more users, helping deliver a more reliable experience for approximately 50,000 monthly users. Along the way, iPipeline has reduced downtime, improved customer satisfaction, and strengthened the operational performance of its platform.

See How iPipeline Improved Customer Satisfaction Through Proactive Monitoring