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ClearBenefits Improves Reliability and Business Continuity with Dimension Data - Case Study

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Founded in 1999, ClearBenefits has more
than a decade of experience providing
best-of-breed benefits management
technology, support, and integrated
administration services that support the
delivery of benefits for over 150,000
employees. Customers include industry
leaders such as Lam Research, General
Atomics, Equinix, Blue Shield of California,
and Sutter Health. ClearBenefits’
technology and services packages are fully
integrated to provide end-to-end benefits
outsourcing for employers of all sizes.
ClearBenefits automates the timeconsuming
and complex world of health
plan administration, through a rules-based
system that guides employees step by
step through the enrolment process via
an intuitive online portal that facilitates
information sharing between employers,
insurance carriers and other stakeholders.
The company also manages the annual
employee enrolment process as well as
life-event changes throughout the year.

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ClearBenefits Improves Reliability and Business Continuity with Dimension Data - Case Study

  1. 1. case studyClearBenefits Improves Reliability andBusiness Continuity with Dimension Dataindustry: ClearBenefits Automates the “We didn’t have the desired visibility over the process of installing, managing, andProfessional Services Employee Benefits Enrollment maintaining the hardware and software, Processcountry: and another challenge was monitoring Founded in 1999, ClearBenefits has more and uptime measurements,”United States than a decade of experience providing says Frank Dellé, Director of Systemsbusiness challenge: best-of-breed benefits management and Security.Complexities associated with technology, support, and integrated administration services that support the By 2009, it became clear the company wasmanaging an entire infrastructure for interested in raising performance levelsservice-driven performance. Lack of delivery of benefits for over 150,000 employees. Customers include industry and reducing service interruptions due tovisibility over the process of installing, multiple single points of failure.managing, and maintaining the leaders such as Lam Research, Generalhardware and software. Atomics, Equinix, Blue Shield of California, “It wasn’t pretty giving root cause and Sutter Health. ClearBenefits’ analysis reports to our executive team.solution: technology and services packages are fully The unified concern was the potentialAppoint a SaaS and cloud hosting integrated to provide end-to-end benefits negative impact to the perception ofprovider that can deliver higher outsourcing for employers of all sizes. ClearBenefits,” says Dellé.reliability and enable cost-effective ClearBenefits automates the time- At that point the forecast to grow andbusiness continuity consuming and complex world of health to meet the demands of an expanding plan administration, through a rules-based client base made it clear to seek anotherservices: system that guides employees step by direction.Dimension Data Managed Hosting step through the enrolment process viawith Application Operations, Cloud an intuitive online portal that facilitates SolutionHosting, and Cloud-based Disaster information sharing between employers,Recovery insurance carriers and other stakeholders. ClearBenefits searched the managed hosting services market for a provider that The company also manages the annual could offer a high level of reliability and employee enrolment process as well asresults: management skills. One of the providers life-event changes throughout the year. they evaluated was Dimension Data .• Internal efficiencies that allow ClearBenefits’ small team to “Dimension Data demonstrated the become more productive and Challenge: Increasing Reliability highest level of service with a 100% proactive and Availability uptime guarantee, which was a major• Flexibility to accommodate Historically, ClearBenefits outsourced its selling point,” says Dellé. “They also requests, technical and operational IT services to support its business and offered to partner with us to create expertise, and professional the Benefits Platform application. As the the best solution for our business. In deployment of services for new demands for uptime and service quality addition, Dimension Data provided requests for servers, storage and networking a level of service and attention that devices grew, so did the complexities with we didn’t think we’d get with a large• Ability to manage to seasonal peak provider like IBM.” managing the entire infrastructure for performance service-driven performance.
  2. 2. case study“Dimension Data demonstrated the highest level of service witha 100% uptime guarantee, which was a big selling point. Theyalso had a very accommodating process by which we could worktogether in a partnership.”Frank Dellé, Director of Systems and SecurityClearBenefits chose Dimension Impact: Reliability, Security, andData Managed Hosting in late 2009. ProductivityClearBenefits operates a traditionalinfrastructure with a multi-tiered network Moving to Dimension Data has hadthat spans from front-end load balancers a dramatic effect on the reliabilitythrough a DMZ containing the web servers and availability of ClearBenefits’ SaaSto a secured back-end network where the application.database resides. VPNs connect various “Before Dimension Data we were ablesites to the back-end. to offer an SLA of just 95%. Today we “That stack is entirely managed by have a stable site and deliver an uptime Dimension Data ,” says Dellé. of 99.9%, which is a testament to Dimension Data ,” says Dellé.Dimension Data provides performancemonitoring, OS patch management, Handling personal health information forsecurity management, hardware 150,000 individuals is a big responsibility.deployment, and much of the application ClearBenefits must comply with Heathdeployment. Insurance Portability and Accountability Act (HIPAA) regulations. “We have a robust and mature process for handing off major software release “The security requirements are strict,” updates to Dimension Data .” says Dellé.“ Dimension Data helps us meet them with its SAS70 Type II andDellé also makes use of all of the native HIPAA Business Associate certifications.”support tools provided by Dimension Data, including the trouble ticketing portal. The recent addition of Dimension DataMore recently, ClearBenefits turned to Cloud-based Disaster Recovery servicesDimension Data to provide on-demand has allowed ClearBenefits to put in placebusiness continuity capabilities. Dimension a business continuity strategy that meetsData helped ClearBenefits set up a hybrid their clients’ requirements at a pricecloud using its cloud offering for the one-tenth the cost of a typical businesspublic-facing front end, and a private continuity implementation.database back-end. The business continuity Leveraging Dimension Data has ledsite is hosted separately from their primary to internal efficiencies that allowsite. Data updates are shipped to the site ClearBenefits’ small team to become moredaily. If a catastrophic failure occurs at the productive and proactive. Dellé creditsprimary site, the cloud infrastructure at the Dimension Data with the flexibility tosecondary site can be activated in less than accommodate requests, technical and24 hours. operational expertise, and professional “It’s very cost-effective,” says Dellé. “We deployment of services for new requests. don’t pay for any ongoing management ”Dimension Data has enabled costs except reserving hardware and ClearBenefits to manage to seasonal pre-configured cloud instances.” peak performance.”  ClearBenefits brings up the secondarysite several times a year for testing,refreshing the database, and upgrading theClearBenefits application software to thelatest release.CS / 09/12 © Copyright Dimension Data 2012 For further information visit: www.dimensiondata.com/solutions

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