Customer Story
Healthcare
Beyond a "Relationship" – Healthcare Provider and ExtraHop Team Up for Mutual Success
Single, integrated platform for network performance monitoring and security
Capabilities tailored to the customer's specific needs
A true, strategic partnership that goes beyond the typical vendor-customer relationship
The Beginning
Looking for More Than Another Vendor
When a company sits down with another company to understand their pain points, that goes beyond a relationship. That's now a partnership. That's a team.
Vice President
CISO,
Healthcare Company
The Transformation
The Beginning of a Partnership
The healthcare company first started working with ExtraHop in 2016, before ExtraHop offered a security product, to help it address some network performance issues. After those initial engagements, ExtraHop asked the customer for feedback on Reveal(x). Their suggestion: it would be great if they could use Reveal(x) for security use cases, too. So ExtraHop sent a few engineers to shadow the customer's IT team to understand how they used Reveal(x) and the pain points they were facing around security.
A few months later, ExtraHop asked them to try out the new security capabilities the research and development team had created. During the first 18 months of the customer's Reveal(x) deployment for security, an ExtraHop engineer embedded with the customer to help tune the platform and get their security team up to speed quickly. For the customer, the R&D and customer support effort from ExtraHop represented the kind of dedication that goes beyond the typical vendor-customer relationship and paved the way for a true, strategic partnership.
The Outcome
Working Together for Mutual Success
The company's vice president and CISO says he was struck by "the team mentality" from ExtraHop. "By taking the time to ask questions and understand our DNA, ExtraHop was able to build something for us, rather than deliver a vanilla, out-of-the-box capability," he says.
Another significant benefit of Reveal(x) is that it allows the healthcare provider to use a single platform for both network performance monitoring and security. This helped distinguish ExtraHop from standalone NPM and network security companies when the customer was evaluating vendors. The CISO says Reveal(x) is a key part of his security team's "secret sauce."
"From my perspective as a CISO, you're always trying to amend, evolve, move your program forward, because everything outside your sphere of control in this volatile, uncertain, complex, ambiguous world requires you to evolve. When you think about your security program, you need to make sure you're accounting for people, processes, and technology. The technology, and even the people part, describes the relationship between us and ExtraHop."
Another reason the company continues to work with ExtraHop is a willingness to help at a moment's notice. Over the years, the customer has reached out to ExtraHop for a "second set of eyes" on several network performance issues. In each instance, ExtraHop engineers quickly pinpointed the source and helped resolve poor performance. This "no questions asked" support was well beyond what the healthcare provider expected of another company, and set ExtraHop apart from the competition.