Case Study: BITMARCK achieves faster issue resolution and superior customer experience with Elastic Observability

BITMARCK helps German health insurers deliver a superior customer experience with Elastic Observability

BITMARCK, a German software provider used by about 80% of statutory health insurers and serving some 25 million insured, set out to modernize customer-facing services (including a new health portal, GeCo) but was hampered by siloed log data, slow diagnostics, and the need for GDPR-compliant access controls across complex systems.

BITMARCK implemented Elastic Observability—initially open source and later a licensed on‑premises Elastic Cloud Enterprise deployment—to centralize logs, build Kibana dashboards, and enforce security. The solution reduced time spent searching logs, sped root‑cause analysis and mean time to repair, improved monitoring and operational efficiency, simplified cluster updates, and unlocked advanced capabilities like vector search, NLP, and generative AI for future customer‑facing features.

BITMARCK

Ferry Groot

Senior Expert Systems Management