Case Study: Large Healthcare / Insurance Providing Company reduces remote MTTR to minutes and improves observability with NETSCOUT nGenius solutions

Healthcare Reduced MTTR in Remote Medical Offices to Minutes

This large, multi-state healthcare and insurance provider — operating for 50 years with over 100,000 employees across 2,000 facilities — was struggling to support newly acquired remote offices that used diverse vendor technologies. With little or no local IT presence, troubleshooting intermittent problems affecting EHR access, VPN logins, voice and Wi‑Fi performance was slow and disruptive, risking patient care, staff productivity and the organization’s reputation.

The IT team extended its existing NETSCOUT observability platform by deploying nGenius Edge Sensors and Remote InfiniStreamNG appliances for deep packet inspection and synthetic testing, with nGeniusONE dashboards and ServiceNow alerting. That approach cut mean time to knowledge from more than 24 hours to minutes, resolved VPN/EHR/DNS and Wi‑Fi issues, improved clinician productivity and patient access, and reduced tool sprawl and operational cost.