European Insurer Streamlines Agent, User Experience With NETSCOUT
Company Size
1,000+
Region
- America
- Asia
- Europe
Product
- nGeniusONE® Service Assurance platform
- NETSCOUT® InfiniStreamNG® appliances
- NETSCOUT Packet Flow Operating System™ software for Certified PFS 5100
Tech Stack
- Oracle CRM
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Services
- System Integration
About The Customer
The customer is a leading insurance company with business operations across Europe and is expanding into new markets in the Americas and Asia Pacific. The company's success is linked to its wide geographic coverage and its role as a leading insurance provider in several European countries. The company has built a network of hundreds of companies and business partners, thousands of regional agency locations, and some 75,000 employees. The company has established a number of in-country data centers operating in a primary & secondary configuration to balance network traffic and bring architectural solution redundancy. The company uses NETSCOUT solutions to provide visibility into, and real-time monitoring of, these business-critical environments.
The Challenge
The insurance company decided to upgrade their Customer Relationship Management (CRM) system to an Oracle platform to enhance customer experience and agent efficiency. However, after the deployment, the IT team began receiving complaints about slow response times between Oracle insurance applications and agency devices. The IT team lacked visibility into the new Oracle CRM environment necessary for real-time monitoring, troubleshooting, and restoring responsive operations for thousands of their regional insurance agent offices.
The Solution
The IT team addressed their CRM visibility issue quickly and economically by adding software-based NETSCOUT packet flow switch appliance technology to their existing nGeniusONE platform to improve network traffic capture and aggregation flowing to their installed InfiniStreamNG (ISNG) appliances. With these software-based PFS appliances, IT was able to tap and mirror parts of the network in a manner that improved visibility into the network traffic flowing between the Oracle CRM and application environment. With this change, the ISNG appliances collected network traffic and generated NETSCOUT Smart Data in real-time for nGeniusONE analytics. As a result, nGeniusONE provided both a high-level view into the overall Oracle CRM environment and the granular analytics necessary for both troubleshooting and resolving the issue.
Operational Impact
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