Twilio Flex + observability: The cure for proactive healthcare support
How Zennify helped a multi-state healthcare provider prevent disruptions and deliver more reliable patient experiences.
About the Client
A multi-state healthcare provider operating across 19 states needed to modernize how it monitored and supported its Twilio Flex–based contact center. With patient communications often tied to urgent or sensitive matters, delays caused by undetected system issues were unacceptable. The team needed a way to identify and resolve issues proactively, before they reached patients or staff.
Errors falling through the cracks
Like many healthcare organizations operating at scale, the provider used a complex, cloud-native environment built on Twilio Flex, microservices, and SaaS integrations. But they lacked full visibility into how the system performed day to day.
Issues were often reported by patients or frontline staff after disruptions occurred. That meant delays, manual investigations, and a reactive approach to incident resolution, introducing risk and reducing trust at key moments in the care journey.
The Zennify Solution
Platform implemented
Observability pipeline using Twilio Debugger, Datadog, VictorOps, Slack, and ServiceNow
Capabilities delivered
Real-time system insight, automated alerts, structured incident resolution
Built for
Proactive support, scalable DevOps workflows, and continuous improvement
Framework enabled
ITIL-aligned incident management and root cause analysis
Proactive observability from end to end
Zennify (formerly Terazo) implemented a complete observability framework that transformed how the provider monitored and supported their contact center.
The team used the native Twilio Debugger to capture error events in real time. A Twilio Function webhook pushed that data into Datadog, where events were filtered and assessed based on severity. When a critical issue was detected, VictorOps (Splunk On-Call) automatically triggered alerts via Slack, SMS, or voice—and created a corresponding ticket in ServiceNow to launch a structured incident workflow.
By applying DevOps and ITIL best practices, the provider was able to detect, triage, escalate, and resolve issues before they impacted patients. Every event was logged and reviewed to support ongoing root cause analysis and future prevention.
The system wasn’t just fast, it was extensible. Built on API-first integrations, the same approach could be applied across any cloud-native or microservices-based platform in their ecosystem.
“Before this project, we were often hearing about problems from our patients or frontline staff. Now, we know about issues before anyone’s affected, and can fix them fast.”
From reactive to ready
System issues were detected and resolved before reaching patients
Timely support, without delays caused by unseen errors
Framework extended observability across the provider’s broader cloud infrastructure
