Shifting from legacy solutions and homegrown tools, Innovaccer selected Kloudfuse as its unified observability platform, empowering centralized monitoring across its application and cloud tech stack. This strategic move yielded remarkable results, including enhanced operational efficiency, elevated customer satisfaction, and widespread adoption across Innovaccer's teams.
Cut Mean Time to Resolution (MTTR) by
23%
Reduced Observability Costs by
30%
Reduced Customer Reported Incidents by
50%
Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure— extending the human touch in healthcare. For more information, visit www.innovaccer.com.
Innovaccer’s modern, microservices architecture is driven by the need to manage sensitive patient records and historical data securely. Unlike many cloud-based solutions, Innovaccer opts for a single-tenant deployment model, offering each customer three distinct accounts: staging, development, and production. This approach results in hundreds of separate environments, each running the complete stack of Innovaccer’s software.
Moreover, Innovaccer operates across multiple clouds, including Azure and AWS, allowing customers to choose their preferred platform. This intricate ecosystem demands a robust infrastructure, cloud, and application observability to ensure seamless operations and prompt customer responsiveness across diverse cloud environments.
Prior to using Kloudfuse, Innovaccer faced several challenges in leveraging its diverse set of observability tools across infrastructure, cloud components, and applications. This included a combination of open source, vendor-specific, and homegrown tooling pieced together. Tools such as Thanos and Prometheus were used for metrics, while logging was managed through Fluentd and Elastic Kibana. Additionally, New Relic was utilized for application performance monitoring.
This fragmented environment posed several challenges:
Management Overhead: Overseeing and managing multiple observability tools each monitoring one stream of data across metrics, logs, and traces required extensive effort. Furthermore, maintaining proficiency across this diverse toolset posed challenges for an expanding engineering team.
Issue Resolution Complexity: When encountering issues, the investigation process involved navigating through multiple systems and manually correlating various data streams. This manual approach made identifying root causes of issues challenging, significantly prolonging Mean Time to Resolution (MTTR) to an average between 2-2.5 hours, impacting SLAs and customer satisfaction.
Data Security Concerns: Upholding data security standards was another challenge, as data could not leave each customer’s Virtual Private Cloud (VPC), crucial for maintaining customer trust, particularly concerning the sensitive nature of patient records.
“We searched for a solution that would unite us under a single interface, setting a new standard for observability. Our goal was to replace complexity of managing in disparate systems with proactive insights, where every data point could quickly and efficiently lead to pinpointing the exact source of any issue."
Bill Burton
VP of Cloud Engineering at Innovaccer
Seeking to streamline operations and enhance observability, Bill Burton, the VP of Cloud Engineering at Innovaccer, initiated a search for a comprehensive solution. Key requirements included a single pane of glass for monitoring, simplified management of observability tooling, AI and ML capabilities to automate and predict issues ahead of customer issues, data security, and cost-effectiveness.
A Unified Vision: Why Innovaccer Chose Kloudfuse for Observability Transformation
Innovaccer chose Kloudfuse for several reasons:
Unified Observability: Kloudfuse offers a single platform for seamless analysis of data across traces, metrics, and logs, all within a unified view.
Simplified Administration: Managing one observability platform ensures continuous availability and accessibility to all teams.
AI/ML-driven Anomaly Detection: Kloudfuse’s advanced analytics and AI/ML capabilities facilitates proactive issue identification and resolution.
Cost-effectiveness: Kloudfuse's control plane/data plane deployment model ensures control over observability usage costs. Moreover, its flexible licensing model offers predictable billing, enhancing overall cost-effectiveness of the solution.
VPC Deployment: Kloudfuse deployment model aligns with healthcare industry data security requirements by supporting VPC deployment.
"Replacing New Relic, Elastic, and a patchwork of fragmented tools with Kloudfuse was a game-changer. We cut MTTR by 23%, slashed observability costs by 30%, and reduced customer-reported issues by 50%. Kloudfuse’s unified platform gave us true end-to-end visibility, simplified our engineering, and empowered our teams with faster, smarter troubleshooting."
Director Site Reliability Engineering at Innovaccer
Following a successful Proof of Concept (PoC), Innovaccer transitioned its Observability to Kloudfuse in just 5 weeks. This quick migration was facilitated by Kloudfuse's seamless integration, eliminating the need for a new agent installation. Telemetry data was effortlessly collected from Innovaccer's existing agents and seamlessly integrated into Kloudfuse's observability data lake.
Upon migrating to Kloudfuse, Innovaccer experienced a significant transformation in its operational efficiency, resulting in substantial returns, including:
23% Reduction in MTTR: By leveraging the Kloudfuse platform, Innovaccer has accelerated troubleshooting—reducing MTTR initially from 2-2.5 hours to 1.35 hours in Q4 2023 and further down to 1.04 hours in Q4 2024, making a 23% reduction. This improvement is driven by Kloudfuse’s centralized observability, which eliminates the need to navigate multiple systems and manually correlate various data streams. Instead, Innovaccer rapidly performs root cause analysis through intuitive data visualization, powerful analytics, and drill-down options.
30% Reduction in Licensing Costs: With the Kloudfuse platform, Innovaccer gains a substantial 50% reduction in licensing expenses, while anticipating another 25% upon replacing the last remaining legacy observability tool, showcasing ongoing financial benefits.
50% Drop in Customer-Reported Issues: With the proactive issue detection capabilities of the Kloudfuse platform, Innovaccer has reduced P0 customer-reported incidents from 28 in Q4 2023 to just 14 in Q4 2024, a 50% decrease.
"Kloudfuse unified our observability data into a single lake, increasing developer productivity, reducing MTTR, and cutting operational costs, while its VPC deployment ensured our data is completely secured."
Manager of DevOps & SRE at Innovaccer
Kloudfuse has quickly gained traction across Innovaccer, with over 300 R&D engineers leveraging its capabilities to troubleshoot issues in both production and development environments. Additionally, approximately 200 members of the customer relationship and engagement teams utilized Kloudfuse to detect and analyze customer issues before transferring them to engineering for resolution. This widespread adoption underscored Kloudfuse’s value and its pivotal role in driving operational excellence within the Innovaccer.