Case Studies > Charter Creates a Single, Real-time Version of the Truth with Imply

Charter Creates a Single, Real-time Version of the Truth with Imply

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

Spectrum Internet®
Spectrum TV
Spectrum Mobile
Spectrum Voice
Imply

Tech Stack

Imply

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Digital Expertise
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics
Analytics & Modeling - Big Data Analytics
Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Telecommunications
Software

Applicable Functions

Business Operation
Quality Assurance

Use Cases

Real-Time Location System (RTLS)
Predictive Maintenance
Remote Asset Management

Services

System Integration
Software Design & Engineering Services

About The Customer

Charter Communications, Inc. is a leading broadband connectivity company and cable operator serving more than 30 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile, and Voice. Charter is committed to providing high-quality services and continually improving customer satisfaction by leveraging advanced technologies and data analytics to enhance the customer experience.

The Challenge

Charter knows that the customer expects those services and more. Customer satisfaction continually expands to include better reliability, competitive pricing, and exciting new features. By extension, the growing expectation is to continually understand and react quickly to the customer. Charter recognized the advantage of being able to instrument, collect, and continually analyze the performance of its platforms to drive improvements in both the product and each customer’s experience.

The Solution

The solution that had worked previously needed reevaluation. The execution of a strong vision brought the progression from directing a stream of data to managing a torrent. We slowed our existing development and began a comprehensive evaluation of several technologies—some new, others old. A surprising conclusion emerged. The best platform for scalability and customer usage was Imply. In particular, this platform emerged when paired with the exceptional services provided by the Imply team. Their support and the extensive expertise of a team of developers facilitated the migration of a core component of our network analytics to the Imply platform. Over time, this platform has been adopted across groups and organizations, providing a common language from which Charter team members can identify, solve, and communicate customer issues in real time.

Operational Impact

To date, we have seen approximately a 10x increase in data storage (~200TB).
Forget concerns of handling 25k messages per second; it now averages twice that, with bursts spiking into the 100–150k messages per second range.
Our monitoring and operations are vastly more predictable. When issues do arise, most are resolved within minutes.
Our partnership with Imply and further adoption and enablement of Imply has led to an increase in our ‘average’ data temperature. More of our data has shifted into the ‘hot’ (0.1 – 3s, recent, highly concurrent, highly interactive) and ‘warm’ (5 – 30s, less recent, highly concurrent, some interactivity) zones.

Quantitative Benefit