Healthcare IT Services Company Makes Innovative Customer Service a Top Priority
Company Size
1,000+
Region
- America
- Asia
- Europe
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG™
- nGenius® 3900 Packet Flow Switch
- nGeniusPULSE
Tech Stack
- Service Assurance
- Packet Flow Switch
- Infrastructure Performance Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Maintenance
- Quality Assurance
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- System Integration
- Testing & Certification
About The Customer
This healthcare IT company connects physicians, clinics, patients and payers across tens of thousands of contracted providers around the world. They are known for leading solutions in the areas of clinical electronic health records (EHR), financial revenue cycle management (RCM) applications and general operational services for small, medium and/or large healthcare organizations. With billions in revenue, over 20,000 employees, and supporting facilities across more than 25 countries world-wide, assuring that their applications services for customers is operating efficiently is the gold standard for the IT organization.
The Challenge
The healthcare IT company is known for leading solutions in the areas of clinical electronic health records (EHR), financial revenue cycle management (RCM) applications and general operational services for small, medium and/or large healthcare organizations. Their customers expect swift responses and continuous availability to their patient and billing information. Delays in accessing this information can negatively impact prompt, efficient patient care. With innovative customer service being a guiding principle for this company, their IT staff had long relied on NETSCOUT® service assurance solutions to stay ahead of, and rapidly troubleshoot customer impacting issues.
The Solution
The Health IT Services Company had come to depend on the smart data and smart analytics from the nGeniusONE Service Assurance platform and InfiniStreamNG appliances with Adaptive Service IntelligenceTM (ASI) technology for service assurance in their data centers. They were using the nGenius 3900 Series Packet Flow switch to pass the traffic from the network to the InfiniStreamNG appliances and other tools for cost-effective and efficient wire data visibility. They had implemented nGeniusPULSE for infrastructure performance management, as well as, to monitor customer locations for an additional level of innovative IT customer service. The company consistently benefits, in a variety of ways, from information provided by the NETSCOUT’s solutions.
Operational Impact
Quantitative Benefit
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