Machine learning slashes downtime and boosts collaboration at leading US healthcare provider

September 6 2018

A leading healthcare provider in the United States banks on leading-edge IT infrastructure to deliver a full range of clinical and business support services to a vast network of health care professionals. High availability and performance of complex, integrated systems is essential for the company to deliver consistent, quality service to patients, surgeons, healthcare facilities and insurance providers.

IT is core to competitive advantage

The company supports their user groups with best-in-class business applications including:

  • On-demand reporting system
  • Billing and insurance claims processing
  • Scheduling and resource planning
  • Continuous Quality Improvement (CQI) solutions
  • Mobile enablement and communication tools
  • Accounting, transaction processing and financial management

Billions of dollars through complex integrations

The company uses a hybrid integration environment to send a vast amount of critical data between systems. This includes patient data, electronic medical records (EMR) and HL7 messages, plus clinical charge data, insurance claims and remittances representing billions of dollars per year – with any downtime causing major revenue impacts.

Up against growing business and technology demands, increasing complexity and an IT team that tripled in size in the last year, the IT team needed a solution to ensure they maintained firm control over their business-critical infrastructure.

Proactive monitoring and control driven by machine learning

In 2016, the company selected AIMS as their monitoring solution. After a short installation period, AIMS applied artificial intelligence and machine learning to generate a deep, dynamic 360° map of the company's integration environment, and within days the IT team was receiving proactive alerts and taking preventative action to stop downtime events and systems slowdowns before they had wider impact.

With AIMS, the company gets:

  • Predictive anomaly alerts driven by AI and machine learning
  • Deep, granular tracing of every single transaction
  • End-to-end insights into their environment with no blind spots
  • Real-time insights and performance management

Early alerts mean less downtime and better communication

With AIMS, the company now has complete control over critical applications. Getting proactive anomaly alerts from AIMS via email has been one of the most valuable benefits for the company, allowing them to detect issues early and take action before they have broader impact.

“Earlier this year, AIMS alerted us that a real-time HL7 interface with our revenue cycle management system was having problems with malformed data. Because AIMS picked up the root cause right away, we were able to skip troubleshooting and fix the issue much more quickly than we would have found otherwise.”
– IT Manager

AIMS has also enabled better communication between the company's multiple system teams. A change to the schema of an electronic medical record (EMR) sent from a system caused errors in other applications. AIMS caught the problem, pinpointed the cause and alerted the IT team, who were able to reach out to the responsible system team and cooperate to fix the issue immediately.

“If I were asked for a solution that provides deep monitoring for interfaces, I would definitely recommend AIMS. We were able to install the AIMS client quickly and get proactive monitoring right away, which helps us catch issues early and fix them before they cause serious problems.”
– IT Manager

With AIMS, the company can be confident that its critical business processes are in good hands, freeing them to spend more time building further on their IT-led competitive advantage.

The Futureproof Guide for Microsoft Integrations 

Tags: Case Study