Sanitas is a leading company in the healthcare sector in Spain, offering a wide range of services that include medical insurance, hospital services, and primary and specialized care. Committed to innovation and quality in care, Sanitas continually seeks to improve the patient experience and optimize its services through the use of advanced technologies.
Sanitas faced the challenge of ensuring the availability and quality of its website and Mi Sanitas app, with the aim of providing an optimal experience for its users. In the absence of an adequate solution, operational efficiency would have been affected, increasing problem resolution times and deteriorating the user experience, which would go against the company’s objectives.
After evaluating various options, Sanitas adopted IOMETRICS® Synthetix, Datadope’s synthetic probe solution. This open-source tool has enabled Sanitas to customize its monitoring to meet specific needs, quickly integrating with the existing infrastructure.
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We needed a monitoring tool that would allow us to detect in real-time any issues that could affect our digital clients. Additionally, this tool had to offer seamless integration with our infrastructure, and we achieved this with IOMETRICS® Synthetix.
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Antonio Carrasco
Platform IT/SRE Manager at Sanitas
IOMETRICS® Synthetix has provided Sanitas with an accurate view of its applications‘ performance through continuous monitoring and the definition of recurring probes via its web portal. The alert system, with a traffic light color-coded dashboard, ensures quick identification and resolution of issues, significantly improving the overall performance of the platform.
The tool critically monitors the availability and response time of access to Mi Sanitas, managing failures and ensuring the operability of 90% of the available functions.
The Mi Sanitas login probe is particularly crucial as it checks the availability and response time of access. If the probe detects two consecutive failures, the responsible teams are automatically notified, as the Mi Sanitas app is essential to the business; lack of access would affect 90% of the available functions. Additionally, probes are used to simulate the process of booking specialist appointments, from login to scheduling with the doctor. The 360 profiles, which contain personal and policy data of clients, are available both on the website and the mobile app, allowing users to update or check any necessary information.
In addition, the probes simulate key processes such as booking specialist appointments and accessing personal profiles. They also ensure the proper functioning of modules like BluaU and Mi Salud, as well as innovations such as facial recognition-based blood pressure measurement.
Sanitas has implemented additional probes to manage cancellations and holds, ensuring a frictionless experience in the Mi Sanitas area as well as in other hospital and dental services.
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The implementation of IOMETRICS® Synthetix has been a turning point for our online customer service, significantly transforming our monitoring strategy, improving our performance, and most importantly, ensuring that our users enjoy a seamless, high-quality experience in every interaction.
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Antonio Carrasco
Platform IT/SRE Manager at Sanitas
