Case Study: Leading Regional Healthcare Insurance Company regains remote workforce visibility and restores reliable claims processing with NETSCOUT Smart Edge Monitoring

Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring

A regional healthcare insurer that processes more than 40 million transactions annually rapidly shifted to telemedicine and remote work during the COVID-19 pandemic, with about 5,000 employees moving to work-from-home and critical services spreading across Equinix co‑location, Azure, Oracle and Cisco ACI cloud edges. This transformation created blind spots in remote end‑user and call center visibility, led to longer post‑incident troubleshooting and increased outages that threatened claim processing and subscriber experience.

The IT team extended its existing nGeniusONE/InfiniStreamNG investment with NETSCOUT Smart Edge Monitoring—adding nGeniusPULSE nPoint sensors, PFOS/PFS packet‑flow switching, and an onsite services engineer—to combine packet‑based data and synthetic end‑user tests via NETSCOUT’s ASI. The solution restored hop‑by‑hop visibility across data center, cloud and WFH edges, enabled proactive troubleshooting, reduced outages and improved service reliability so the insurer could maintain dependable claims processing and better end‑user experience.