The Challenge: Hola Health operates a fast-growing telehealth marketplace across Australia and the UK with a 15-minute service promise. As volume increased and systems expanded, spreadsheet-based reporting became too manual and fragmented to support real-time operational decisions.
The Solution: Hola Health implemented Metabase as a centralized reporting layer with structured dashboards, standardized metric definitions, and granular permissions to support anonymized data and controlled access.
The Results: Within three months, Hola Health made Metabase their primary reporting tool, standardized core metrics, automated executive reporting, and reduced repeatable analytics work by about 60%.
"We were up and running almost immediately-no real learning curve. It’s reduced repeatable analytics work by about 60%. "
Dan Pratt
Head of Operations at Hola Health
Hola Health is an Australia-based telehealth provider operating in Australia and the UK. The company runs a three-sided marketplace that connects patients, practitioners, and partners, with a core promise to deliver care in under 15 minutes.
Maintaining that service level requires close operational monitoring and dependable, real-time data across teams.
Before Metabase, reporting was managed through database queries and Excel. The team had access to data, but the process was manual, time-consuming, and increasingly difficult to scale.
Answering new business questions often meant writing custom queries, exporting static files, and manually preparing executive summaries. Partner reporting also relied on spreadsheets and screenshots.
As Hola Health expanded into the UK and integrated more systems-including payment providers, analytics tools, pharmacy platforms, prescribing systems, and internal portals-reporting became more fragmented. Different teams interpreted performance through different lenses, and metric definitions were not always aligned.
At Hola Health’s transaction volume, that inconsistency created operational friction in a business where response time is critical.
“You can’t run a business of this scale in Excel.” - says Dan.
Metabase’s Business Intelligence was introduced by Hola Health’s CTO. The team had prior experience with tools such as Looker and Power BI, and understood the setup and modeling overhead those platforms can require.
Metabase allowed Hola Health to deploy dashboards quickly without implementing a separate modeling layer or complex infrastructure, helping the team accelerate time-to-value.
Because Hola Health operates in healthcare, data governance was a core requirement. Sensitive information needed to be tightly controlled, patient data needed to be anonymized, and SOC 2 compliance was an important consideration.
Metabase’s database, table, row, and column-level permissions enabled a principle-of-least-access approach across the organization. That flexibility was one of the main reasons Hola Health adopted the Pro plan.
The system was implemented by the CTO and Head of Operations alongside their regular responsibilities, allowing Hola Health to scale reporting without adding operational overhead.
Hola Health connects data from multiple operational systems and uses Metabase as its central reporting layer across the business.
In addition to direct database connections, the team uploads structured CSV and Excel files for workflows such as tracking and bespoke performance analysis.
Hola Health introduced Metabase with a structured, layered rollout rather than opening full self-service analytics from day one.
At the top level, company-wide dashboards provide visibility into:
Beneath that, functional dashboards break down metrics for specific teams such as operations, marketing, and commercial.
Advanced access is granted selectively to subject matter experts who act as internal champions and support deeper analysis when needed. This model keeps core metrics defined once and used consistently across the company.
Metabase is now used for:
Executives receive automated daily reports through dashboard subscriptions, while external stakeholders receive standardized PDF reports generated directly from Metabase.
Within three months, Metabase became Hola Health’s primary reporting tool.
The most immediate impact was speed. Recurring questions that previously required manual analysis are now answered immediately through structured dashboards.
Centralized reporting has also improved alignment across teams. With shared metric definitions, performance discussions are more consistent and decision-making is faster.
Operating in a business with a 15-minute SLA, Hola Health now has the reporting foundation to respond in real time as it scales.
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