Streamlined information security and quality compliance audit responses
Real-time insight into VoIP quality delivering better caller experience
Ability to track performance of critical applications to improve efficiency and user experience
MediLink's management team needs fast, objective, and accurate insight to run mission-critical applications.
MediLink Network, Inc. provides state-of-the-art technology solutions to the healthcare industry in the Asia Pacific region. Established in 1999 in the Philippines, MediLink has grown to serve over two million insured members with a network spanning more than 4,800 health facilities and 43,000 practitioners. By providing comprehensive services ranging from member enrollment, transaction authorization, claim adjudication, and fraud monitoring, MediLink's platform allows health insurers, facilities, and healthcare providers to communicate seamlessly and enable patients to access their healthcare benefits conveniently.
MediLink piloted ExtraHop with its client -- the Philippines' leading HMO -- which has over one million members spread across the country's over 7,000 islands. The client has a complex environment with 5,000 devices across its datacenter, headquarters, and remote branch offices that process one hundred million transactions daily related to the authorization of care for patients and payment to providers. Those transactions must process seamlessly in order to support patient care and experience.
"Given that a patient's access to healthcare could be a matter of life and death, we have an obligation to keep our services up and running 24x7," says Esther Go, President and CEO of MediLink Network, Inc. "If one of our applications or infrastructure components goes down, it can quickly impact our ability to deliver the high-level of service our customers demand."
When we implemented ExtraHop, we had – for the first time ever – the ability to see performance issues before they turned into outages or impacted end-users. We can now truly triage ICT for better patient experience.
Esther Go President and CEO, MediLink Network, Inc.
Flipping the switch on real-time analytics
During the 2016 HIMSS AsiaPac Conference, Ms. Go encountered ExtraHop and had a light-bulb moment.
"One of the challenges of our monitoring architecture was its siloed nature," says Ms. Go. "Different tools gave us visibility into different components, but we didn't have a source of information that gave us the full picture. When problems arose, it was hard to get to a consensus about the root cause."
In ExtraHop, Ms. Go realized she'd found a solution to her team's visibility problem.
An IT Treatment Plan
The MediLink team turned to trusted IT solutions partner Nexus Technologies to test and implement the platform. Working closely with ExtraHop, Nexus Tech quickly operationalized the platform to get Ms. Go's team the visibility they needed.
With ExtraHop, they finally had access to real-time insight across all of their most critical systems, from the back-end infrastructure, to applications, to VoIP.
"When we implemented ExtraHop, we had – for the first time ever – the ability to see performance issues before they turned into outages or impacted end-users," says Ms. Go. "More importantly, the unified view across our systems allows us to see if one issue is having a cascade effect on other systems. We can now truly triage ICT for better patient experience."