USI Insurance Services, a provider of tailored insurance services, was facing challenges in maintaining the security of its sensitive customer data and delivering better end-user experiences. The company's teams were relying on time-consuming manual processes to scan for vulnerabilities in their home-grown and third-party solutions, including the USI ONE platform. These scans were static and focused on pre-production, making it easy for newly discovered vulnerabilities to go undetected in production environments until the next scheduled scan. It was also difficult to spot vulnerabilities within some third-party applications, which remained a ‘black box’ for USI’s teams. In addition to these security challenges, USI also experienced application performance issues that were affecting end-users, and teams were losing valuable hours of productivity.

Vivint, a leading smart home and automation company, was facing challenges in maintaining flawless technology and software systems for its 1.9 million customers. The company's technology is deeply integrated into the lives of its customers, providing safety and automation services. Any system outage could potentially risk the safety of its customers, tarnish the brand reputation, and result in customer loss. In a rapidly changing technological world, Vivint needed to accelerate its innovation to maintain its competitive edge and bring new features to the market faster without compromising the customer experience. However, the company's existing monitoring solution was unable to provide the depth of visibility required to understand the root cause of problems impacting the customer experience in a timely manner. Vivint needed to enhance observability across its technology and software ecosystem to understand how its customers were interacting with its products and where improvements were needed.

Western Governors University (WGU), a U.S.-based online university, is dedicated to making higher education as accessible as possible for a diverse range of students. These students require a seamless experience every time they log in to a WGU system, whether it's to study, access a course, or take an assessment. Any disruption can impact their studies, motivation, and grades. The performance and availability of WGU’s e-learning platforms, especially during peak times ahead of an assessment, are therefore crucial. These platforms are built on a dynamic cloud-based architecture, to enable greater agility and rapid innovation. However, with a constantly changing technology stack, the WGU team found it challenging to get a 360-degree view of all its applications or understand the critical dependencies across its heterogenous environment. They needed end-to-end observability across its applications and infrastructure to identify and resolve issues as quickly as possible, to maintain seamless student experiences.

XXXLutz, Europe’s second largest furniture retailer, was striving to deliver flawless omnichannel experiences to its customers. The retailer had established its digital branch several years ago, which had grown quickly and become a significant revenue contributor alongside its brick-and-mortar stores. However, with the rapid expansion and brand acquisition, the company had built up a complex and distributed technology ecosystem supporting front-end and back-end processes, including omni-channel customer journeys. The applications underpinning XXXLutz’s omnichannel customer experiences spanned multiple platforms and a multicloud and Kubernetes architecture. This complex stack, coupled with the retailer’s rapid growth, created silos across the organization, where different teams managed different applications and types of infrastructure with disparate tools. This fragmented approach made it difficult to get end-to-end visibility of customer journeys or understand how the systems supporting them were interconnected. Without this insight, it was challenging to identify the root-cause of issues in customer journeys, which impacted conversions and put XXXLutz’s revenue and customer loyalty at risk.

Webscale Networks, a technology provider for e-commerce businesses, was grappling with the complexity of managing multiple monitoring tools. The company had over half a dozen tools in place for monitoring, generating several terabytes of data per day. These systems created alerts whenever there was a problem, which were sent to FreshDesk, Webscale’s ticketing platform. In a given month, Webscale would receive over 2,000 alerts in FreshDesk, each taking upwards of 15 minutes to debug. This time was primarily due to all of their disparate data sources. The process added over 500 man-hours per month – time not spent on running queries or infrastructure operations. The company needed to reduce this time-consuming process and ensure a scalable, cost-effective approach. They also wanted to maintain granular insights while keeping costs in check.

Alfun, a France-based Managed Service Provider (MSP), aimed to expand its customer base by over 50% annually and migrate a higher number of customer workloads to Azure. However, their previous monitoring solution for both on-premises and Azure resources was inefficient, taking up to a week to onboard new customers. The solution also lacked dashboard visualization for key technologies, which was a significant drawback. Alfun had attempted to create dashboards in the past, but the initiative was abandoned due to the high manual effort and complexity involved.

Bachem Holding AG, a Swiss technology company operating in the fields of chemistry, biochemistry, and pharmaceuticals, was facing a significant challenge with alert fatigue. The company, which develops products and services for the pharmaceutical and biotechnology industry and research, was receiving over 2,000 alerts over a 30-day period. This overwhelming number of alerts resulted in one member of the IT team spending 15 hours per week sorting through alerts to determine what was of critical status. The excessive alerts were not only time-consuming but also led to a reactive approach to problem-solving, which was inefficient and counterproductive.

CMA Technology Solutions, a Managed Service Provider (MSP) based in Louisiana, specializes in monitoring and providing end-to-end software and hardware solutions for their clients. However, they faced a significant challenge when they switched their antivirus software to SentinelOne. The new software led to overload issues on their virtual machines (VMs), causing them to go offline unexpectedly. This unexpected downtime not only put CMA's Service Level Agreements (SLAs) with their clients at risk but also increased the potential for security vulnerabilities. The situation was critical as it threatened the company's reputation, client relationships, and overall security infrastructure.

Logicalis, a global information and communications technology (ICT) Infrastructure and Service provider (MSP), was facing a significant challenge in their customer onboarding process. The company offers a wide range of services including Cloud, SD Wan, Containers, DB’s and more to their customers around the world. However, the onboarding process was lengthy and complex, often taking up to a month to complete. The process involved level 1 engineers manually deploying and configuring devices, with heavy reliance on Level 2 or 3 engineers for advice on thresholds. This time-consuming process led to many inconsistencies and gaps in monitoring, as well as a delay in time to value, a critical factor in the highly competitive MSP industry.

Louisiana State University (LSU), with its 35,000 students and over 250 buildings, operates a Network Operations Center (NOC) that runs 24/7, 365 days a year. The university experiences a significant network spike every August when students return to campus. The cyclical nature of this demand presents challenges for the NOC team, who are expected to provide 100% connectivity and uptime across a large environment. To improve visibility and provide a more proactive monitoring experience, LSU needed a unified observability platform that could handle their growing hybrid environment, quick anomaly detection, and automation. As LSU moved towards a modern hybrid IT infrastructure, with some resources remaining on-premises and others in the cloud, the team needed to ensure that their business was functioning properly, getting ahead of any bottlenecks, and delivering top quality service.

Merkle, a leading data-driven customer experience management (CXM) company, faced a significant challenge with their existing monitoring platform. One of their key teams, based in India, operated with a completely different infrastructure than the rest of the company. This unique infrastructure made it difficult for Merkle to gain visibility into the team's operations without causing significant disruptions to their entire IT environment. This lack of visibility was a major concern for the executive leadership team, who were keen on resolving this issue to improve operational efficiency and maintain a consistent level of service across all teams.

The Data Engineering (DE) team at Ohio Public Employees Retirement System (OPERS) was responsible for scheduling downtime and maintenance for their large-scale server environment. These servers were crucial for handling critical processes and applications for the business organization. The DE team had to ensure that when a server was taken down for maintenance, the remaining servers could handle the workload efficiently. However, the team lacked visibility into utilization trends or graphs depicting peak usage hours on the servers. This lack of information led to assumptions about server load handling, resulting in significant lags across the business and service delays. Additionally, the DE team was often requested by internal customers, such as operations, finance, and executive management, to provide reports explaining why certain servers were taken offline for maintenance.

Triton Management Services, LLC, a company owned by Aladdin Group, provides legal services and bonds across the United States. The company, which employs about 600 people, is relatively small, and its IT department is primarily focused on keeping costs low and staying within budget, while still ensuring the delivery of quality data. However, due to budget constraints, Triton was unable to expand its IT team. This posed a significant challenge as the company needed to establish a unified observability platform to save time and money. The challenge was to find a solution that would allow them to maintain a small team, keep costs low, and still deliver quality data.

VectorUSA, a managed service provider based in California, was facing significant challenges with their internal data center located in Rancho Cucamonga. The company was experiencing connectivity issues with their Internet Service Provider (ISP), and their on-premises monitoring solution was not alerting them to these problems. This lack of alerting posed a significant risk, as any system downtime in the middle of the night could result in the loss of valuable data or service for their customers. The company needed a solution that could provide external alerts when an ISP issue occurred, thereby preventing potential data loss and service disruption.

Vulcan, a privately held company founded by Paul Allen and his sister Jody in 1986, was facing a significant challenge with their payroll processing. The HR team responsible for payroll was experiencing issues with the printers used for printing payroll checks. The printers were frequently going down, and without any monitoring system in place, the only way to identify this issue was by physically checking each printer. This method was not only time-consuming but also led to delays in identifying the problem, which in turn caused delays in the printing and delivery of checks. The IT team was tasked with investigating the issue and finding a solution to ensure the smooth operation of the printers.

DinarPAY, a cloud-based payment gateway platform, was facing a significant challenge in reaching its growing customer base. Despite the increasing market demand for its mobile wallet service and the potential expansion of its customer base due to the Central Bank of Libya's consideration of regulating DinarPAY for its Mobile Wallet License, the company was struggling with limited communication channels. Until the summer of 2020, DinarPAY relied solely on SMS updates to communicate with customers. This method was ineffective in reaching customers in certain countries, limiting the company's ability to connect with existing and new customers quickly and reliably, regardless of their location or preferred communication channel.

E-table, an online reservation booking business, was facing a significant challenge with fake reservations leading to a high number of restaurant no-shows. This was causing major revenue losses and negatively impacting their reputation. The company needed to ensure user data privacy and prevent misuse of identities. The issue of fake users registering with counterfeit phone numbers and making reservations was a major concern. Additionally, E-table was looking to automate processes such as reservation confirmations and notifications, while also maintaining the flexibility for manual communication in critical situations. To stay competitive and provide the best user experience, E-table needed innovative communication channels that ensured identity protection and seamless interaction for their users.

EaseMyTrip, an Indian online travel company, was facing several challenges in its quest to continuously improve customer experience and engagement. The company was seeking the right channel to engage their customers with the latest deals and updates, regardless of their location. They also wanted to enhance their customer travelling experience by delivering reliable and timely flight notifications to prevent unnecessary customer frustration. Additionally, they were keen on implementing new channels that are being adopted by people in India. To address these challenges and continuously improve their customer journey, they needed a messaging partner that could help them start using new services quickly – one with quick to market solutions.

Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.

ELARABY Group, a leading home appliances and electronics manufacturer in Egypt, has been experiencing exponential growth, exporting to over 60 countries worldwide. With over 3,000 sales partners, 25 branded stores locally, and more than 600 after-sales service centers, the company has a growing customer and partner base. This growth brought about the need to improve customer experience and engagement. The company was keen to identify the right channel to best handle their customer experience requirements on a large scale. They quickly identified that their communication with clients needed to be fast, reliable, and satisfactory to the growing expectations of those they served. To address these challenges, and as part of their ongoing mission to engage in digital transformation and customer experience (CX), ELARABY Group sought a quick-to-market solutions partner.

Enrich, the largest chain of CoCo hair & beauty salons in India, faced a significant challenge when the demand for their services increased, leading to a surge in calls to their central line. The salon's agents were overwhelmed, and the company sought a more efficient way to communicate with customers and improve their experience, particularly for home salon clients and appointment booking agents. A survey revealed that 83% of clients preferred chat support for scheduling appointments over phone calls. The global pandemic and lockdown further complicated matters, necessitating a solution that could automate the appointment scheduling process and provide effective customer support remotely.

ETF Airways, a new air carrier in Croatia, was looking to expand its services to other countries. However, the company faced challenges in improving its operations and communication methods. The primary goal was to find a way to keep pilots and cabin crews informed with manuals and trip sheets in real-time during operating hours. The employees were already using iPads for their daily operations, and the air carrier needed a secure and reliable solution that would enable them to stay connected online, regardless of their location worldwide. The challenge was to find a solution that could provide global connectivity and real-time information exchange, which was crucial for the airline's expansion plans.

Farm Superstores, a leading retail, trading, and importing company in Saudi Arabia, was facing several challenges as it sought to expand its business. The company's customer service department was overwhelmed with calls, queries, and demands, making it increasingly difficult to provide quality support to customers. This led to a backlog of queries and longer wait times for customers. Additionally, the company lacked sufficient data on current customer behavior, making it challenging to create personalized shopping experiences. The launch of a new app led to an increase in customer queries, but the company's inability to be available on their customers’ preferred channels led to unanswered questions and a loss in leads. Farm Superstores was in need of a digital-first solution that could help them accommodate changing consumer needs and enhance its customer experience.

Flamingo, a Colombian retail company with a diverse product portfolio and a customer base of 5.3 million, faced a significant challenge when the global pandemic hit. The company's call center experienced a surge in customer queries, which overwhelmed the agents and led to a decline in customer satisfaction and service quality. On a typical day, 12 to 15 agents handled incoming calls, but they struggled due to the repetitive nature of the queries, the time-consuming voice calls, and the difficulty in understanding customers' needs quickly. This situation resulted in negative customer feedback due to poor response times. Flamingo's primary goal was to transition from voice-only customer service to include chat channels, aiming to reduce hold times and call center costs. They needed a solution that would enable faster real-time customer service and automate processes.

Gibraltar BSN, one of Malaysia’s fastest-growing life insurance companies, was facing a significant challenge in delivering important and sensitive documents to its customers. The traditional method of delivering policies via post was not only slow but also expensive. Moreover, there was a regulatory requirement for the insurer to ensure that the life policy is delivered to the policy owner. This process was further complicated by the fact that many customers were not receiving these documents. In addition to this, Gibraltar BSN was also seeking to optimize their contact center to engage customers using modern digital channels.

GOAT Interactive, a leading provider of online betting and gaming expertise, was facing challenges in expanding its footprint in the rapidly growing African Betting and Gaming marketplace. The company's primary objective was to effectively communicate with its customers about upcoming sports events and betting opportunities. However, due to the limited penetration of smartphones in Africa, SMS was identified as the most optimal channel for customer communication. The company faced several obstacles such as lack of communication infrastructure, market immaturity compared to Europe and the U.S., costly network delays, and risk of lost messages or shifts in transmission/reception. Despite working with various solutions providers, including telecommunications companies, their geographical coverage remained limited. GOAT Interactive needed a high-quality service, a high delivery rate, and a unique partner to ease day-to-day operations.

Goodera, a leading CSR and volunteering platform, was facing challenges in increasing employee engagement and acquiring new volunteers for its network. The platform, which matches volunteering opportunities with the interests, time availability, and skillsets of its onboarded volunteers, was struggling with low open and read rates for its email notifications. Goodera was in need of a more popular and effective communication channel that could increase volunteer engagement and motivate them to participate in volunteering activities. The company was looking for a solution that could provide continuous and time-relevant communication to keep its volunteers informed and motivated.

Housing Finance Company Limited (HFC), a leading mortgage finance provider in Nairobi, Kenya, faced a significant challenge in increasing the number of transactions per customer on its digital banking platform, HF Whizz. The platform was primarily targeted at college and university students and micro-entrepreneurs, who were mainly interested in instant loans, short-term credit, and other small-value transactions. However, these customers lacked financial education about repaying these loans on time, posing a significant hurdle for HFC. The bank's customer engagement was conducted mainly via email, SMS, USSD, and WhatsApp channels, but it sought to better understand the customers who utilized its digital banking platform. HFC also wanted to find more ways of increasing the number of transactions per customer and the range of products and services they were typically using. The bank realized that it needed a commonly used platform to share information with this younger customer demographic and leverage its digital banking platform to upsell its products and services.

HF Group, a leading banking group in Kenya, was faced with the challenge of encouraging its customers to adopt digital and mobile banking channels. The goal was to reduce the workload of branch visits, increase efficiency, and offer innovative solutions and products via electronic and mobile channels. The bank also aimed to improve the banking experience of its customers and reduce in-branch waiting times, thereby improving profitability. However, they were losing some business opportunities as not all customers had access to a smartphone or a sufficient data connection. Additionally, security was a major concern for the group as they wanted to prevent fraud and ensure the safety of their mobile app users.

Hot Mobile faced a challenge in monetizing A2P SMS in Israel's unique market where mobile operators have traditionally been hesitant to introduce monetization services due to a lack of a regulatory framework in SMS interworking. The prices of A2P SMS have been extremely low, leading to its widespread usage in the country, with grey routes posing a significant problem. Despite this situation, no mobile operator in Israel had an SMS firewall deployed, let alone monetization solutions. However, the market showed great potential, with approximately 20 messages monthly per subscriber and a 1:1 ratio of international traffic to subscriber numbers, indicating a well-developed market. Hot Mobile decided to monitor and monetize the A2P SMS market.