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Case Studies > MultiPlan Sees 56% Reduction in Average Response Time with Help from New Relic

MultiPlan Sees 56% Reduction in Average Response Time with Help from New Relic

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Business Operation
Use Cases
  • Predictive Maintenance
  • Real-Time Location System (RTLS)
Services
  • Software Design & Engineering Services
  • System Integration
The Challenge
MultiPlan, a healthcare cost management solutions provider, was experiencing dramatic growth, processing as many as 140 million claims annually. The company relied on almost 400 different software applications and almost 100 web services to drive its business. In 2011, the team began to encounter performance issues with the web services they were running in Cape Clear, an enterprise service bus. They had very little visibility into the performance of key components across that environment. Customers often discovered issues before they did. The tipping point came when an unexpected weekend outage caused the company to re-evaluate their performance monitoring.
About The Customer
MultiPlan is a comprehensive cost management solutions provider for the healthcare industry. Founded in 1980, the company works with nearly 900,000 providers to serve 67 million consumers across the United States. The company has been experiencing dramatic growth, processing as many as 140 million claims annually. MultiPlan relies on almost 400 different software applications and almost 100 web services to drive its business. The company is headquartered in New York City and employs over 2,300 people.
The Solution
Prior to New Relic, MultiPlan relied on a patchwork of monitoring technologies, many of them on-premise solutions requiring thousands of dollars and hundreds of hours just to configure and install. They decided to try New Relic and were able to have it up and running in 15 minutes. A few minutes later, they were able to identify the root cause of a database issue that had been eluding them for months. With New Relic, MultiPlan gains a level of clarity and nuance that similar tools simply can’t match. New Relic tells them if an error is trivial or critical, and that’s a huge help in prioritizing fixes. New Relic gives them a holistic view of those dependencies so that they can understand exactly where issues are emerging.
Operational Impact
  • With help from New Relic, MultiPlan has seen a major reduction in average response time.
  • The team now has sufficient insight to proactively address issues long before users are affected.
  • They also have the information they need to react more swiftly and precisely when major issues emerge, thus avoiding another multi-day, system-wide outage.
Quantitative Benefit
  • Reduced average response time on the portal from 6.71 seconds to 2.93 seconds, a 56% reduction.

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