Bengaluru: City-based Cloudnine’s holistic vision of providing an ultimate birthing experience and premier quality healthcare to women and children keeps them driving 24×7. To continuously work towards maintaining the brand name and service quality, the IT Team was in need of an adequately equipped and well-monitored IT infrastructure. Amidst the constant pressure of ever expanding facilities and customers – Cloudnine was facing an uphill task to manage both ends seamlessly. Ensuring network connectivity, access and optimum operational efficiency at each of its remote sites along with its Head Office (located in Bangalore) became another prime area of concern.
Multi-site or multi-location branches were connected to the Data Center through MPLS / Leased Lines and ISDN Dialup / Broadband Connections. Frequent downtime in the MPLS connectivity was the major challenge faced by Cloudnine as it affected not just the devices but also the business-critical production system applications like Billing, Patient Monitoring Tools, Appointment Management Tools, Hospital Information System Tool, etc. Managing over 400+ devices along with the inventory details was an overpowering problem also leading to chaotic environment while raising an issue for faulty performance of connectivity / application / devices. To overcome these challenges, Cloudnine quickly deployed a FMS (Facility Management System) team. However the team’s problem solving techniques were reactive and rather slow which did not cater to the real challenges making it difficult for Cloudnine to maintain the patient service quality. This again paved way for an immediate lookout for a simple and robust tool to manage & track the FMS team and increase the performance of all IT operations.
Why DMX Technologies & Competitive advantages?
To meet the gap, Cloudnine started to increase the strength of existing FMS team. However this did not solve the integrity issues of the IT setup and the tickets being raised. That’s when DMX India proposed to stitch a quick solution for Cloudnine which included
1. Everest Suite – an integrated NMS & Service Desktool – catering to operational needs ensuring all IT Infrastructure related activities are being methodically tracked and at the same time incidents raised by staffs from various departments were efficiently handled.
2. Equipping the FMS team with Everest-trained engineers – to speed up the tool usability process as well as guide the existing team members on handling various IT related issues. Cloudnine agreed to evaluate the ability of both Everest as well Everest-trained engineers. After a month-
long evaluation process and understanding the ease-of-workflow Cloudnine was more than happy to see the results. Decision to deploy Everest solution and services from DMX India became an obvious choice to opt for. The Head of IT could not have asked for more as Everest solved their biggest problem of frequent, unpredictable downtimes by proactively monitoring the health and performance of links & devices. It was simple, robust, easy-to-use, scalable as well as very affordable. Coupled with a 24×7 local support team and in-house Everest engineers in the FMS team, Cloudnine’s overall IT Infrastructure efficiency & effectiveness improved drastically.
Tangible benefits and objectives met
Everest deployed at the Cloudnine datacenter (in their HO) enabled Cloudnine to have a Hawk eye view of the entire network and all problem areas across all branches in the country. Detailed diagnosis and root-cause-analysis clubbed with automatic incident registration for respective alarms as well as self- triggered email or SMS based notification to the IT Team, led to managing unplanned connectivity interruptions ensuring minimal downtime at most sites. This brought in the required routine for the IT team to be on top of things no matter what.
The capability to not just monitor the network health, but also managing the network inventory came in handy for the IT Team. The system provided a thorough knowledge-base to accelerate and simplify error- handling. A centralized tool to track the status of each incident made it easier to track performance of the FMS team as well as allowed the patient facing faculties deliver their services without being bothered by backend performance worries, thanks to the SLA tracking provided by the tool. Also an efficient database monitoring helped Cloudnine keep track of all patient records and maintain them. Lastly the low-learning curve of the product helped Cloudnine hospitals across the country to map their IT process quickly andeffectively.
Impact on business / operations of Cloud9 team with the solution
All-In-One Solution to manage separate IT-critical activities
Single tool to manage internal and external SLAs
Proactive Monitoring leading to Reduced Business Downtime
Increased Business Agility with a centralized Geographic View of all Branches
Increased Network Resilience
Manage MPLS-based capacity and budget planning
Reduced Resources dependency leading to Reduced TCO
Effectively Monitor Network Policies
Highly Improved MTTR (Mean Time To Respond) for critical link failures
Increased Customer Satisfaction
Low-learning curve helped the team to save time
Commenting on the same, Jitendra Shrivastava, Senior Manager IT, Kids Clinic India [Cloud Nine hospitals] said, “After a month-long evaluation and understanding the ease-of-workflow we were more than happy to see the results. Decision to deploy Everest solution and services from DMX India became an obvious choice to opt for. Everest solved our biggest problem of frequent, unpredictable downtimes by proactively monitoring the health and performance of links & devices. It is simple, robust, easy-to-use, scalable as well as very affordable. Coupled with a 24×7 local support team and in-house Everest engineers in the FMS team, Cloudnine’s overall IT Infrastructure efficiency & effectiveness improved drastically.”