Sana Benefits: Transforming Healthcare with a Unified Atlassian Ecosystem

Posted on 03.29.2023
Written by Blanca Vazquez

The Challenge: A Growing Pain for a Growing Company

Sana Benefits, a trailblazer in providing affordable, accessible healthcare plans for small businesses, was experiencing a common but critical challenge: Their rapid growth was outpacing their technology. A patchwork of disconnected systems — Zendesk for customer support, Asana for project management, and for task tracking — was creating operational friction.

Double documentation, delayed communication, and limited visibility into the big picture were hindering efficiency and impacting the customer experience. Sana needed a solution that would scale with their business, foster collaboration, and streamline workflows, all while maintaining strict HIPAA compliance.

The Oxalis Approach: Building a Scalable, Collaborative Foundation

Oxalis embarked on a deep dive into Sana’s challenges. Through in-depth interviews with stakeholders across departments, we painted a clear picture of their current processes and pain points. The diagnosis: A unified, HIPAA-compliant Atlassian ecosystem could be the cure.

Our solution was a multi-pronged approach:

  1. Assessment and Vision: We conducted a thorough assessment of Sana’s needs and technology landscape. Our findings confirmed that Atlassian Data Center, hosted in a HIPAA-compliant cloud environment, could provide the scalability and security they required.
  2. Seamless Implementation: We designed, configured, and implemented a single, integrated Atlassian environment, all while minimizing disruption to Sana’s day-to-day operations. We migrated data from their existing systems, ensuring a smooth transition.
  3. Integration and Streamlining: We integrated Zendesk seamlessly into the Atlassian ecosystem, accelerating communication between support, operations, and engineering teams. Workflows were standardized, unlocking powerful reporting capabilities and providing leadership with the visibility they needed.
  4. Change Management: We didn’t just provide a new system; we empowered Sana’s teams to thrive in it. We provided comprehensive training and change management support, ensuring adoption was swift and successful.

Services Provided

  • Atlassian Toolset (Confluence, Jira Service Management)
  • Jira Migration
  • Change Management
  • Knowledge Management
  • Transition Management
  • Training
  • Project Management

The Outcome

“The engineering teams saw improvements in cycle times with a median cycle time of 24 hours for bugs and under five days for stories.”

— James Cadena, Director of Information Security, Sana Benefits

The results were transformative:

  • Improved Customer Support: Teams now had immediate access to all relevant customer information, leading to faster resolution times and happier customers.
  • Streamlined Operations: Eliminating duplicate documentation and manual handoffs saved valuable time, allowing Sana to focus on what mattered most: providing exceptional healthcare solutions.
  • Data-Driven Decisions: A unified system provided leadership with the insights they needed to make informed decisions and guide the company’s growth.
  • Measurable Impact: “The engineering teams saw improvements in cycle times with a median cycle time of 24 hours for bugs and under 5 days for stories,” remarked James Cadena, Director of Information Security at Sana Benefits.

By harnessing the power of a unified Atlassian system, Sana Benefits transformed their challenges into opportunities.They’re now equipped with a scalable, collaborative platform that supports their mission of making quality healthcare accessible to all.

About Sana Benefits

Founded in 2017 on the belief that quality healthcare should be understandable, accessible, and affordable for all, Sana Benefits, Inc. is a healthcare provider based in Austin, Texas, whose mission is to build better health plans for small businesses.

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