OUR CLIENT
This nonprofit regional health insurer serves millions of members across the Southwestern United States. With a focus on improving community well-being, the organization provides a broad portfolio of health coverage options and related services for individuals, families, and employers. The company employs thousands of people across multiple locations.
THE CHALLENGE
Lack of visibility into mission-critical enrollment workflows
After this health insurance company migrated from its legacy application to a cloud-based payer administration platform, its IT team struggled with visibility. While there was adequate monitoring of individual systems and technical telemetry, the core challenge was limited visibility into end-to-end business workflows—particularly the movement of files and data that form the backbone of customer-facing systems. In many cases, underlying systems appeared healthy, yet customers experienced critical errors due to workflow breakdowns across systems. These breakdowns were driven by:
- A lack of correlated visibility across systems supporting the same workflow
- No monitoring of third-party systems involved in file and data exchanges
- Difficulty tracking workflow issues, such as understanding how many files were processed, identifying failures, and distinguishing system issues from data-related errors
As a result, teams were forced into manual, reactive investigation to understand what failed and why—driving-up operational effort and delaying resolutions for healthcare partners.
From raw system telemetry to business and workflow observability
UST’s Applied Observability service established a framework that provides real-time monitoring of critical files and data movement, reducing mean time to detect (MTTD) issues by 50%. By implementing an intelligent, event-driven file-level monitoring layer across independent upstream and downstream systems with business-context awareness, the solution moved beyond raw technical telemetry to deliver meaningful insight into critical enrollment workflows.
A centralized dashboard, with persona-driven functionality, delivered front-end data visualization tightly integrated with underlying data flows and the payer administration platform. This capability fundamentally changed how the organization monitored and managed its enrollment processes. Key features of the solution included:
- Automated parsing of enrollment files to extract relevant data for analysis
- Drill-down visibility by vendor, file status, timestamps, and transfer volumes
- Proactive alerting and filtering to surface anomalies and failed loads
- Context-rich dashboards designed for both IT and business stakeholders
The result was file-level transparency at a glance, significantly reduced operational toil, and a data-driven approach to ensuring completeness and compliance during open enrollment.
THE IMPACT
Faster issue detection, 50% less effort, and higher confidence
UST’s Applied Observability implementation delivered immediate and measurable results. Within the first few weeks:
- 834+ file movement and enrollment workflows were onboarded to the observability framework
- Accelerated the onboarding of new workflows, since new workflows can be rolled out on the composable framework in as little as two weeks
- 95% faster issue detection for balance and control errors
- 50% less effort to trace, isolate, and resolve data import issues
As a result, customer support and triage for open enrollment processes shifted from a high-risk, labor-intensive operation to a proactive, reliable, and scalable model. IT teams could confidently report enrollment data transfer status to business stakeholders while redirecting effort toward more strategic initiatives. UST’s Applied Observability approach reduced downstream impacts of enrollment errors on member experiences and provided the operational maturity needed to manage critical file-based workflows with clarity and control.
If your organization struggles with visibility across critical workflows, UST Applied Observability can help. Learn how UST enables confidence, control, and resilience.
