Accenture Drives Innovation in Life Insurance & Annuity Platform with Dynatrace

The Accenture Life Insurance and Annuity Platform (ALIP) transforms new business and policy administration processes by offering all the functionality providers need to differentiate, boost efficiency, and cultivate loyal customers in one SaaS solution. Accenture’s focus on innovation ensures that ALIP is always ahead of the market and can provide its clients with access to the latest technologies and capabilities – such as agentic AI – as they emerge. Given ALIP’s critical role in the insurance ecosystem, it’s essential that its team maintains high standards of availability, performance, and scalability across the platform as it continues to innovate with AI and introduce new features.

To meet these demands, Accenture wanted a more automated approach to IT operations for ALIP, so it could predict and resolve problems before its platform was affected, optimize the costs of AI adoption, and scale resources proactively. The long-term goal would be to prevent issues from ever occurring through automated problem identification and self-healing workflows. ALIP realized that to deliver that vision, it would need to replace its fragmented, custom-built observability tools with a unified platform that provided insight into ALIP’s technology stack across both AWS and Azure cloud environments.

After evaluating the market, Accenture determined that Dynatrace was best suited to its needs, due to its highly automated approach. ALIP’s technology team recognized that it would be able to deploy Dynatrace quickly and with minimal effort, to gain real-time visibility into its technology stack. With Davis AI, and the ability to ingest logs alongside other sources of telemetry data in Grail, Dynatrace would also provide faster, more precise answers into the cause of any issues in ALIP’s ecosystem.

“Dynatrace gives us X-Ray vision, so we see not only what’s happening, but what caused it,” said Gaurav Bansal, Managing Director – Product and Technology at Accenture Life and Annuity Software. “Looking at logs in the same platform means we can connect the dots as issues emerge. When Dynatrace alerts us, it gives us the full context, so we can jump straight into a solution rather than having to play detective. In many cases, we can even predict problems before they emerge, so we can roll back or spin up more resources to maintain seamless experiences for our customers.”

• Optimized operations: With Dynatrace, ALIP has been able to consolidate four monitoring tools and a log management solution onto a single platform, driving cost savings of around 40%. In addition to these savings, migrating logs into Dynatrace also enables ALIP to speed up MTTR by 90% to maintain seamless user experiences. It is now looking to use Dynatrace to offer customers an observability as a service offering through its own platform.
• Confident innovation: ALIP is using the AI observability capabilities in Dynatrace to support its innovation, by offering the insights it needs to move forward with confidence. Dynatrace gives ALIP’s teams visibility into AI token consumption and LLM performance, so they can identify where models can be optimized to reduce costs and avoid paying a premium for simple transactions. These insights have helped ALIP to reduce AI token consumption by 20%.
• Improved reliability: By shifting to more automated IT operations with Dynatrace, ALIP has significantly improved its team’s response time. Now, they can resolve issues faster or even prevent them entirely. As a result, it has improved the availability of ALIP from 99.50% to 99.98%, delivering greater reliability for customers and meeting performance SLAs and SLOs.
• Reduced complexity: With Live Debugger in Dynatrace, ALIP can cut through the complexity of its modern cloud services to deliver seamless customer experiences. For example, ALIP’s new Quote in a Box module relies on a complex web of internal and third-party systems to deliver pricing for life insurance and annuity products in seconds. Its team can use Live Debugger to isolate the cause of issues in real time regardless of where they originate, which has helped to reduce resolution times from days to just minutes in some cases.

“Dynatrace gives us a greater degree of predictability and delivers simplicity through its answers,” continued Bansal. “With Dynatrace, we ultimately don’t have to worry about how we’re going to manage the complexity of our services, because we have a partner that not only understands our needs today, but is planning for tomorrow by innovating constantly. We’re particularly excited by the possibilities of using Dynatrace for business observability, to gain more insight into the impact our applications have on customer outcomes and KPIs. Those capabilities will be invaluable, enabling us to make more effective decisions to drive our continued investments in innovation."

Dynatrace and Accenture empower enterprises to transform operations with AI-driven observability and automation. By combining Dynatrace’s unified platform with Accenture’s deep industry expertise and delivery scale, the partnership enables organizations to simplify cloud complexity, reduce costs, and drive innovation. Together, they deliver intelligent, resilient, self-optimizing systems that scale beyond human capacity. This collaboration helps businesses analyze data across environments, automate responses, and innovate faster, enabling proactive IT operations, improved user experiences, and accelerated AI adoption. The result is smarter, scalable operations that fuel sustained growth and competitive advantage.

“With Dynatrace, we’ve been able to consolidate four monitoring tools and a log management solution into a single platform—cutting costs by about 40%. At the same time, migrating our logs into Dynatrace has helped us accelerate mean time to resolution by 90%, ensuring we deliver a seamless experience for our users.”