Global Retailer Assures Quality Service Delivery Across New Performance Centers
Company Size
1,000+
Region
- America
- Asia
- Europe
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® certified 9800 series software appliances
- nGenius® Packet Flow Operating System (PFOS)
- NETSCOUT® Premium Services Engineer
Tech Stack
- nGenius Smart Edge Monitoring solution
- nGenius 7100 series Packet Flow Switches (PFS)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Retail
Applicable Functions
- Discrete Manufacturing
- Logistics & Transportation
Use Cases
- Fleet Management
- Predictive Maintenance
- Real-Time Location System (RTLS)
Services
- System Integration
- Training
About The Customer
This global retail chain offers trendy, quality merchandise at discount costs to its customers. To support this mission, the company’s more than 300,000 employees at over four thousand stores are serviced by data centers in many locations. With more than $35B in annual revenue, and millions of mobile app users and daily visitors to their brick-and-mortar locations, this retailer relies heavily on their complex, distributed enterprise networks and customer facing application services.
The Challenge
The global retailer was undergoing a digital transformation that included the introduction of a “centralized performance hub” concept for maintaining the health of their network, applications, and end-users’ experience. This data center transformation was to supersede the highly distributed model currently in place for both networking technology and monitoring infrastructure. In addition to improving monitoring visibility into their global application services, the IT team was expected to achieve certain CAPEX and OPEX savings as well. By concentrating resources such as monitoring tools, switches, and human expertise into larger regional facilities, the retailer could consolidate data services for HQ, distribution centers, and stores. Call quality was critical for this retailer to ensure that communications between buyers, distribution centers, and retail stores, as well as calls in the customer contact centers, were seamless and problem-free.
The Solution
The IT team turned to NETSCOUT nGenius Smart Edge Monitoring solution and deployed several nGenius 7100 series Packet Flow Switches (PFS) in the new centers throughout key global theatres including North America, Asia, and Europe. These switches condition and filter network packet traffic, then feed the data to disparate tools including the newer higher capacity InfiniStreamNG appliances on the COTS platform for analysis by nGeniusONE and the IT teams researching the issues. The nGeniusONE Service Assurance platform with Adaptive Service Intelligence® (ASI) technology was used to investigate service assurance issues. High level dashboards were configured to monitor voice traffic over time. Application issues are investigated ad hoc, with on-demand views created as problems are identified with a goal to getting at the root cause as quickly as possible.
Operational Impact
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