Case Study

Business challenge

In a healthcare landscape where up to $1 trillion annually is lost to waste, abuse, fraud, and low-value care, Cotiviti aims to deliver solutions that help tackle these challenges effectively. Its suite of healthcare solutions encompasses payment accuracy, risk adjustment, quality improvement, data analytics, and consulting services, each of which play a crucial role in optimizing financial performance, care quality, and operational efficiency within the healthcare industry. By helping to lower healthcare costs, reduce inefficiency, close care gaps, and ensure claims are appropriately reimbursed, the organization aims to enable a high-quality and viable healthcare system.

The applications within Cotiviti, particularly the client-facing revenue-generating ones, occupy a pivotal and critical role within the organization's operations. These applications are instrumental in driving business impact by facilitating timely and accurate claim processing. Any delay in claim processing can result in significant business losses for both Cotiviti and its clients. "Our highly distributed, hybrid architecture involves many applications with different moving pieces that we rely on to ensure seamless flow of critical data and optimize the processing of claims. These applications and systems collectively form the backbone of Cotiviti's service delivery, allowing us to provide efficient and reliable solutions to our clients while mitigating the risk of financial setbacks due to delayed or inaccurate claims processing," said Raju Bathina, senior server administrator at Cotiviti. The increasing complexity coupled with the need for real-time performance analysis of its internal and external systems drove Cotiviti to look for an application performance monitoring solution that would empower it to proactively identify and address performance issues, ensure uninterrupted service delivery, and mitigate the risk of business impact due to downtime.

Delivering exceptional services with full-stack application performance monitoring

During the evaluation process, Cotiviti considered several solutions, including PRTG, to address its monitoring needs. However, upon discovering ManageEngine Applications Manager, Cotiviti was thoroughly impressed with its comprehensive capabilities and made a strategic decision to proceed with the product. "After implementing the product, we experienced a transformative shift from a reactive to a proactive approach. Previously, our teams had to manually determine which service was impacted for each client, a process that was incredibly time-consuming. This challenge became more pronounced as the number of services and clients increased, resulting in poor visibility and an overwhelming volume of alerts that we struggled to manage. With Applications Manager, we can automatically aggregate and analyze alerts from multiple systems, swiftly identify impacted services, drill down to the root cause, and promptly take corrective actions," said Bathina.

Previously, the team lacked detailed insights into the number of issues that were occurring and were quite surprised by the errors identified by Applications Manager. "For the first time, we were able to get holistic insight across our application stack. We were able to find errors that we weren't aware of and drill down to their root cause within minutes," said Bathina.

Bathina also recounted a scenario where Applications Manager helped in providing uninterrupted healthcare claim processing for Cotiviti's clients. By proactively managing database connections, monitoring database counts, and scrutinizing heap size, Applications Manager ensured the integrity of Cotiviti's claims processing. The system extended its vigilance to cover virtual machine health, issuing timely alerts to prevent critical outages. Insight into historical disk utilization data helped streamline performance analysis and issue resolution. This wealth of data empowered Cotiviti to make informed resource allocation decisions, dramatically reducing resolution time from hours to minutes.

In another compelling scenario, Cotiviti found itself confronted with the task of optimizing data source management, a mission-critical aspect of its healthcare services. With Applications Manager's APM Insight capabilities, the team was able to gain code-level insight into service performance, monitor data source counts, and ensure timely corrective actions were taken as these counts approached their maximum thresholds. This vigilant approach proved instrumental in preventing potential slowdowns in database operations and helped guarantee continuous service availability.