Healthcare Information Technology Company Ensures Performance of SaaS Application with NETSCOUT
Company Size
1,000+
Region
- America
- Asia
- Europe
Country
- United States
- Worldwide
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® software appliances
- nGenius®PULSE and nPoint sensors
- nGenius® Packet Flow Operating System (PFOS)
- NETSCOUT® Visibility as a Service
Tech Stack
- SaaS
- Cloud Computing
- Data Analysis
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Real-Time Location System (RTLS)
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- Data Science Services
- System Integration
About The Customer
This well-respected, healthcare information technology company has been an innovative provider of Software-as-a-Service (SaaS) applications and services to some of the world’s largest and best-known hospitals and healthcare networks around the world. It takes 25,000 employees in offices in North and South America, Europe, and Asia to deliver high-quality, always-available access to mission- critical healthcare applications used by staff in more than 20,000 facilities worldwide. Like any company in the SaaS industry, quality delivery of application services and end-user experience is absolutely essential to customer sites, and revenue renewals. It is a simple model: when performance of the service is poor, customers may look to competitors as an alternative. This was no different for this healthcare SaaS organization and their Information Technology (IT) team, who were committed to ensuring peak performance for their user community.
The Challenge
The healthcare technology company faced the challenge of delivering a SaaS service consistently, to thousands of healthcare locations worldwide, problem-free, around the clock. Broad visibility was also a challenge for this healthcare technology company. Managing the performance of their global, multi-cloud environment was under the control of the IT organization. However, their customers accessed the services over an infinite number of paths from their own hospitals, campuses, and medical buildings, over different ISPs, that might be routed differently every time. Troubleshooting the true source of log-in problems or a slow response time issue for customers without proper visibility was daunting, if not impossible.
The Solution
As a current NETSCOUT customer, this healthcare technology company had deployed InfiniStreamNG COTS-based appliances and vSTREAM virtual appliances for packet-based monitoring throughout their SaaS delivery network to deliver smart data for analysis with their nGeniusONE service assurance platform. To gain deeper end-user experience analysis, focused on specific customers using their SaaS services, the IT team had recently implemented nGeniusPULSE, which uses nPoint devices for synthetic testing that includes configurable business transaction test (BTT) analysis. Knowing that in many cases, the technology company lacked visibility into their customer facilities, the use of the nPoint technology gave them additional analysis capability into the transaction path between the SaaS application in the company’s data center and the customer location when an issue was experienced or reported. Advocates of an outsourcing model, the IT team for the technology company also selected NETSCOUT’s managed service program, NETSCOUT Visibility as a Service (VaaS) to implement, configure, and manage NETSCOUT equipment, including developing BTT scripts to mimic a user transaction or engagement.
Operational Impact
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