Two Countries, One Heartbeat: How MySmartHeart Scaled Across Borders on One Process
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~2 hrs
saved per day across the logistics and ops team
35,000
process instances run in production per year
5
task users across daily operations
2
countries on one shared process foundation
About MySmartHeart
MySmartHeart AG is a Zurich-based digital health company that provides long-term electrocardiogram (ECG) monitoring services to clinics, practices, and healthcare institutions across Switzerland and Europe. One platform carries a case from device logistics through data capture, AI-assisted signal analysis, and specialist review to the final report. Clinicians get a fast path from device to diagnosis, and a human still makes the call where it counts.
The Shift
MySmartHeart was running a fast-moving operation in two countries on in-house tooling and manual coordination. It needed a single orchestration layer so the work didn't depend on tribal knowledge at every step.
Before
- Order management and logistics relied on an in-house tool supplemented by Excel lists, creating fragility and manual overhead.
- Staff training was time-consuming because operational knowledge lived in people rather than in documented, repeatable processes.
- Process changes required significant effort and specialist knowledge, slowing the team's ability to adapt to new requirements.
- Coordinating logistics across Switzerland and a warehouse in Germany was managed ad hoc, creating coordination risk as the operation grew.
After
- A single orchestrated workflow handles the full device lifecycle — order, data extraction, report delivery — with process logic visible and shareable across the team.
- Operational knowledge now lives in a documented, shareable process rather than in individual staff.
- Process updates can be made in the orchestration layer without custom development work each time.
- Both countries run on the same process foundation, so adding a market means reusing proven logic rather than rebuilding it.
Why It Mattered
MySmartHeart sits at a demanding and unusual crossroads. It's a logistics provider and a clinical data company at once. Every device that leaves the warehouse and comes back triggers the same fixed sequence, from intake to delivery. That has to run reliably, at volume, in more than one country. A late report means a late cardiology diagnosis.
The company handles about 35,000 device cycles a year across Switzerland and Germany. The original homegrown system and its Excel lists had hit their ceiling. Too much of the process lived in people's heads, so a new warehouse or a new market turned straight into training time and execution risk. The setup was built to work in the founding phase, and it wasn't going to carry the company through its next stage of growth.
“Our volume keeps growing, but our team hasn't. Camunda is a big part of why that works — it lets us handle more without losing the overview.”
What They Did
The decision.
MySmartHeart chose to replace its homegrown workflow system with a dedicated process orchestration platform. The criteria: human task management, real-time process visibility, and maintainability without deep specialist knowledge on every change.
Why Camunda.
Three capabilities stood out: Connectors for integrating across MySmartHeart's different systems; Tasklist for giving the logistics team a proper worklist and shared operational overview; and the Modeler as a shared language between management and IT for conceptualizing processes before building them.
The architecture.
Whether the cycle originates in Zurich or a German warehouse, Camunda orchestrates the full device lifecycle, from packaging, shipping, data storage, AI-assisted report creation, specialist review, and automatic report transmission. Running processes are monitored in real time, giving the team visibility into exactly where bottlenecks occur.
Go-live & growth.
The team went live in October 2024. When a 2025 compliance change required adjusting data retention, it was handled as a platform configuration update rather than a code deployment, and delivered without disrupting live operations — confirming the foundation was stable enough to build on.
“Before Camunda, I couldn't easily see where errors kept happening or get a real sense of how the team was doing. Now I have a full overview of every process at a glance — I can spot recurring problems, see what's done and what isn't, and actually support my team where it matters most.”
What Changed
Since moving the heart monitoring device lifecycle to Camunda, MySmartHeart runs its multi-country operation on a shared process foundation, with the team growing considerably more confident, a shift from testing whether processes hold up to continuously optimizing them.
- ~2 hours saved per day. Time the logistics team and the daily-operations lead previously spent on manual coordination now runs automatically.
- Scalable growth without adding headcount. Volume keeps rising while the team stays flat; automating the repeatable steps lets them absorb more caseload without new hires.
- Faster report turnaround. Roughly half a day saved across the end-to-end cycle since go-live. (The main variable, an external analysis partner, sits outside what Camunda orchestrates directly.)
What's Next
Today's deployment covers the core device lifecycle, from ordering through returns. Next up are the harder edges: troubleshooting processes and special-case handling that still need someone to step in. Moving those into the orchestration layer extends automation into the last manual corners of the operation. Because the foundation is already proven in both Switzerland and Germany, the team can reuse it as the operation grows.