Colsubsidio transforms business process monitoring with Elastic Observability

Despite having a solid infrastructure, Colsubsidio faced a major limitation: It lacked dashboards that provided clear, unified visibility into what was happening across its processes and applications. Data was distributed across multiple systems, making it difficult to identify failures, analyze operational behavior, and make decisions based on real-time information.

The lack of cross-system traceability made it impossible to understand how applications interacted or how issues in one system impacted dependent services. As a result, the organization experienced longer diagnosis times, service degradation, and delays in customer-facing operations.

• Isolated monitoring: Systems were monitored independently with no centralized correlation of events.

• Limited technical visibility: Teams relied solely on technical logs without business context.

• Difficulty locating root causes: Identifying the exact point of failure within a process flow was challenging.

• Lack of end-to-end traceability: Critical processes like health, subsidies, credit, and retail lacked full visibility to detect friction, delays, or anomalies.

• No system correlation: Events across applications could not be linked, obscuring interdependencies.

• Direct impact on service quality: These limitations increased operational effort, affected service stability, and slowed response to end users.

Under the leadership of Heysson Gutiérrez, head of applications, and with the support of Insoftar, an Elastic partner, Colsubsidio implemented Elastic Observability as the centralized platform to monitor and understand its business processes and systems.

With Elastic Observability, Colsubsidio consolidated all critical operational data into a single, unified ecosystem. Logs, metrics, traces, and business events were centralized and correlated in real time, enabling advanced visualizations that improved diagnostics, performance optimization, and decision-making.

• End-to-end business process monitoring: Business events were implemented across critical systems like health, pharmacies, credit, retail, subsidies, and tourism, enabling visualization of each process step, measurement of execution times, identification of non-compliance, and detection of anomalies and operational friction.

• Executive dashboards in Kibana: Real-time dashboards were created for technical and operational teams. These provided visibility into:

  • System availability

  • Performance by business process

  • Anomalies and exceptions

  • API consumption

  • User impact during incidents

  • Overall system health

• Smart alerts and incident correlation: Elastic enabled proactive alerting, early failure detection, incident correlation, and identification of anomalous patterns during peak demand periods.

• Centralized telemetry: Logs, metrics, traces, and business flows were consolidated into a single platform, significantly reducing analysis time and increasing operational efficiency.

This initiative quickly became a benchmark within the organization. For the first time, Colsubsidio achieved end-to-end visibility across its operations, enabling precise detection of transactional and operational failures and optimizing performance through detailed analysis of flows, timing, and anomalies. 

By implementing Elastic Observability, the company was able to achieve:

Full visibility and traceability

• Achieved integrated, end-to-end visibility across all major business processes

• 40+ business processes fully mapped end to end

• 180+ integrations monitored in real time

Reduced response times and incidents

• 30% reduction in MTTR within the first four months

• 95% reduction in critical incidents reported through collection channels

• 40% decrease in MTTI, driven by unified traceability

API and distributed systems optimization

• 30% improvement in average response times for critical APIs

• 25% reduction in integration errors across systems

Direct impact on users and services

• 20% improvement in availability of critical services

• 40% reduction in rework caused by failures in business flows

• Over one million users benefited from increased service stability

Enterprise observability platform adoption

• Elastic established as the official corporate monitoring platform

• 70% monitoring coverage across critical systems

• 100+ executive and operational dashboards deployed

• 60% automation in alerting and anomaly detection

The implementation of Elastic significantly strengthened technology governance, improved business continuity, and accelerated Colsubsidio’s digital transformation.

• 60% reduction in recovery times for health and credit processes

• 25% increase in IT operational efficiency

• Enabled 15+ AI and automation initiatives

• Contributed to Colsubsidio’s recognition as the #1 company in technological innovation in Colombia

Colsubsidio not only modernized its monitoring and operations but also fostered a data-driven culture, reduced incidents, accelerated automation initiatives, and significantly improved service quality for millions of users.