How Foyer now detects 100% of incidents before its customers do

« Assessing the state of services in production and the quality of customer experience cannot be reduced to a collection of individual, subjective impressions. For a group like Foyer, it is essential to identify the key digital journeys that define our service quality and to objectively measure their performance with precision.

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These critical journeys involve not only our customers, but also our employees, partners, and brokers. We take pride in ensuring their smooth operation with maximum responsiveness. This mission relies on several key factors: real-time detection of incidents or performance drops, the effectiveness of the notification system, and the speed of corrective actions.

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Ultimately, you can only manage what you measure. These advancements therefore support our high internal ambitions for service availability and quality KPIs. »

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Jean-Jacques GENSER‍

Head of Infrastructure Production & Cybersecurity, Foyer

Foyer, the leading insurer for individuals and businesses in Luxembourg, is committed to providing ever more reliable and high-performing solutions to its members.

In this context, the quality of the digital experience has become a central priority. To ensure uninterrupted service for both its customers and employees, Foyer partnered with kapptivate to proactively monitor its critical digital journeys.

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The shared goal: to detect incidents before they become visible, meet SLAs, and strengthen transparency with all stakeholders.

Foyer was looking for continuous, accurate, and objective evaluation of the user experience across all its digital channels.

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These requirements were especially critical for complex use cases specific to agency operations and the distribution network: electronic contract signing on iPads, online validations, and actions performed by agents and brokers through internal tools.

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All of these journeys are essential to the smooth running of the business and required realistic, continuous, and proactive monitoring, something traditional APM tools, often too technical or lacking context, simply could not deliver.

To meet this challenge, kapptivate deployed a proactive monitoring solution using intelligent robots installed within Foyer’s environments. These robots simulate key end-user actions, reproducing scenarios such as:

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• Signing a digital contract on an iPad

• Validating an online subscription journey

• Chaining multiple services between back-office systems and the user interface

Each scenario is executed regularly, 24/7, generating precise measurements of performance and availability.

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This gives Foyer’s teams a unified, clear, and contextualized view of service quality, all accessible through a centralized interface.

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kapptivate’s solution enabled Foyer to achieve significant operational results:

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• 100% of critical incidents detected in under 5 minutes

• Positive ROI in less than 30 days, thanks to reduced incident-related costs

• Enhanced supervision across agencies, with a direct impact on customer satisfaction

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Every avoided minute of downtime represents an immediate gain. Especially in a context where incidents can affect sensitive business processes. kapptivate has reduced these delays to a minimum while ensuring 100% GDPR compliance: no personal data is collected.

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Through a resolutely action-oriented and business-driven approach, Foyer and kapptivate have combined operational excellence with innovation to deliver a flawless digital experience.

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This achievement is also the result of a trusted relationship, built step by step in a spirit of constant collaboration and mutual transparency.

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We warmly thank the Foyer teams for their commitment, their high standards, and their dedication to advancing service quality together in the insurance sector.