One System, One Solution: Sana’s Unified Atlassian System

Posted on 03.29.2023
Written by Blanca Vazquez

The Challenge

Sana Benefit’s engineering, product, operations, and support teams were working in disparate, unintegrated systems which resulted in inefficient workflows and lost time. 

With a lack of integration between Zendesk, Asana, and Monday, their users were forced to perform double documentation and communication was delayed. These challenges made it hard for leadership to view high-level reporting on the work.

As Sana Benefits continued to grow, they needed a scalable work and knowledge management solution to increase efficiency, promote cross-functional collaboration, and provide visibility into active work and dependencies. They needed a single, HIPAA-compliant environment for their teams to work out of, meet user demands, and effectively grow with company.

Our Approach

Oxalis performed an initial discovery assessment through stakeholder interviews and system introspection to understand their current processes and challenges. We conducted 10 interviews with 24 people. Then, we identified whether the Atlassian product suite could provide the tools required to achieve Sana’s vision.

We concluded an Atlassian Data Center environment hosted in a HIPAA-compliant cloud infrastructure could satisfy their requirements. We then began to design, configure, and implement this single, cross-collaborative structure without disruption to their day-to-day operations.

Teams previously using disparate processes and workflows moved to a standardized configuration to streamline processes and unlock more robust reporting capabilities. Data from the previous applications were also migrated into Jira so users could operate out of the new environment and have access to all of the data they needed.
We set up integration with Zendesk, as it was critical to streamline the ticket creation and communication process with their support and operations, and engineering teams.

Finally, we assisted with the change and transition management for their agents, end users, and managers. All of the teams were able to successfully use the system from day one. Learn more about our Enterprise Services.

Services Provided

  • Change Management
  • Knowledge Management
  • Transition Management
  • Training
  • Project Management

Atlassian Toolset

  • Change Management Confluence
  • Jira Service Management (JSM)
  • Jira Migration

The Outcome

After moving to a consolidated environment with standardized configuration across teams, Sana’s support for their end users improved substantially.

Sana Benefits shared: 

“The engineering teams saw improvements in cycle times with a median cycle time of 24 hours for bugs and under 5 days for stories.” – James Cadena, Director of Information Security at Sana Benefits

All teams now have access to the necessary data in a unified Atlassian system, resulting in streamlined operations.

With Unified Atlassian System organizations can be integrate their Atlassian tools to work seamlessly together, providing organizations with a centralized solution for project management, collaboration, and software development. Oxalis has extensive experience connecting the Atlassian tools for an effective operations’ environment.

About Sana Benefits

Founded in 2017 Sana Benefits Inc. is an health insurance agency for business clients. The company is headquartered in Austin, Texas. Sana prides itself on offering superior customer support and a better member experience.

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