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GBH

Franco Fernandez

Driving digital transformation in the insurance sector:

The Franco Fernández

& Asociados success story

Experience a transformative journey with Franco Fernández & Asociados, a leading insurance broker with over 20 years of experience in the Dominican Republic, as they partner with GBH to elevate their IT management. 

The Situation

Initially, Franco Fernández & Asociados (FFA) faced challenges as they relied on a small technology provider that couldn’t meet their evolving technical needs. Matters worsened when they encountered a ransomware attack, which was hosted on a third-party cloud, demanding swift action to mitigate the issue. The company also struggled with licensing compliance, outdated and malfunctioning equipment, inadequate file systems, and poor communication between branches. Security vulnerabilities were a concern due to the absence of network monitoring, protection methods and updates, and patching strategies for devices and software across the organization. 

Franco Fernández & Asociados’ Context

Vision

Franco Fernández & Asociados (FFA) envisions becoming a market leader in the insurance industry. They aim to position themselves among the top insurance brokers in the country, staying at the forefront of emerging trends in the sector.

Why

With a vision to become a market leader in the insurance industry, FFA is committed to delivering exceptional insurance solutions, personalized services, and unmatched client satisfaction, leveraging their years of expertise to solidify their position in the market.

Goals

  • Implement advanced technologies that enhance their insurance offerings, improve internal processes, and adapt to emerging industry trends.
  • Undergo a comprehensive digital transformation, leveraging technology to optimize their services, enhance client interactions, and drive business growth.
  • The implementation of robust cybersecurity measures and safeguarding sensitive data.
  • Develop and deploy technology solutions that cater to the specific needs and preferences of their clients, enhancing overall customer experience.

Vision

Franco Fernández & Asociados (FFA) envisions becoming a market leader in the insurance industry. They aim to position themselves among the top insurance brokers in the country, staying at the forefront of emerging trends in the sector.

Goals

  • Implement advanced technologies that enhance their insurance offerings, improve internal processes, and adapt to emerging industry trends.
  • Undergo a comprehensive digital transformation, leveraging technology to optimize their services, enhance client interactions, and drive business growth.
  • The implementation of robust cybersecurity measures and safeguarding sensitive data.
  • Develop and deploy technology solutions that cater to the specific needs and preferences of their clients, enhancing overall customer experience.

Why

With a vision to become a market leader in the insurance industry, FFA is committed to delivering exceptional insurance solutions, personalized services, and unmatched client satisfaction, leveraging their years of expertise to solidify their position in the market.

The GBH Difference

Achieving success through alignment with business strategy:

Recognizing the importance of being a strategic technology partner, we were sought after by FFA to provide our expertise in comprehensive IT solutions. Instead of offering temporary fixes,  our IT services heightened FFA’s overall business strategy. Throughout their transformation journey, we acted as dedicated allies, providing expert advice and ensuring compliance with international standards. Our focus remained on delivering complete IT solutions rather than selling individual components. 

What We Did

We provided our IT Managed Services (MSP) service to FFA, helping them achieve their goals by aligning their IT infrastructure with their business strategy.

Infrastructure upgrade:

We upgraded outdated computers and improved telephone systems for seamless communication.

Licensing compliance:

We ensured compliance with Microsoft 365 licenses and other software requirements.

Cloud migration:

Servers were migrated to Microsoft Azure, enhancing security and connectivity.

Enhanced connectivity:

Switches were upgraded to stabilize and optimize connectivity.

Network security:

Cisco Meraki firewalls were deployed, fortifying network protection and enabling secure interconnection between offices and branches.

Streamlined collaboration:

File systems were migrated to SharePoint, facilitating collaboration and ensuring high availability.

Internal KPIs

Customer Satisfaction (CSAT):

Measuring FFA's satisfaction with the MSP service, regularly collecting feedback and ratings from FFA to ensure their needs were being met and exceeded.

Service Level Agreement (SLA) Compliance:

Tracking the adherence to SLAs set between GBH and FFA for response times, issue resolution, and overall service quality.

Percentage of compliance vs. GBH's exclusive Technology Alignment Process (TSP):

Category Score
March 2023 December 2023
Core infrastructure 46% 89%
Server infrastructure 59% 71%
Software 73% 100%
Security 31% 57%
Hardware 37% 39%
Business continuity 32% 54%

The Result

Because of GBH’s IT MSP service, FFA witnessed remarkable improvements across their IT infrastructure and operations. The strategic alignment of IT solutions with FFA’s business strategy led to transformative outcomes: 

Streamlined Communication and Efficiency:

The upgraded infrastructure, including improved computers and telephone systems, facilitated seamless communication within FFA’s organization. The enhanced connectivity and stability of switches optimized internal processes, increasing overall operational efficiency.

Enhanced Security and Connectivity:

The migration of servers to Microsoft Azure and the implementation of Cisco Meraki firewalls significantly bolstered FFA’s network security. The secure interconnection between offices and branches fortified data protection and ensured uninterrupted business continuity.

Increased Compliance and Collaboration:

GBH’s efforts in ensuring licensing compliance for Microsoft 365 and the migration of file systems to SharePoint created a collaborative work environment. The high availability of files streamlined internal collaboration and further strengthened compliance with international standards.

Elevated Customer Satisfaction and SLA Adherence:

Through GBH’s MSP service, FFA witnessed elevated customer satisfaction, attested by positive feedback and ratings. Additionally, GBH diligently maintained adherence to Service Level Agreements (SLAs), ensuring swift incident response and efficient issue resolution.

In conclusion, GBH’s MSP service empowered Franco Fernández & Asociados to thrive in the competitive insurance sector. By aligning their IT infrastructure with their business strategy, FFA experienced enhanced productivity, fortified security, and increased customer satisfaction. The successful partnership with GBH propelled FFA towards their vision of becoming a market leader in the insurance industry, as they continue to drive innovation and exceptional service in their domain.