Quickly Isolate Resolution of Subscriber Issues and Improve MTTK
Company Size
1,000+
Region
- America
Country
- United States
Product
- NETSCOUT’S nGeniusOne
Tech Stack
- Real-time alerting
- Historical data analysis
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Telecommunications
Use Cases
- Real-Time Location System (RTLS)
Services
- Data Science Services
About The Customer
The customer in this case study is a large North American carrier. They have a Tier 1 (T1) team that serves as the front line experts in handling subscriber issues. The T1 team is responsible for answering subscriber’s inquiries, initial troubleshooting of all incoming issues, and timely escalations. The team is measured on a series of activities to ensure timely closure of tickets. The ability to quickly close tickets directly impacts Mean Time To Know (MTTK), a key performance indicator for the team. The T1 team was facing a challenge where they were inundated with alarms indicating that 51,000 roaming subscribers were experiencing LTE connectivity issues.
The Challenge
The Tier 1 (T1) team at a large North American carrier were inundated with alarms indicating that 51,000 roaming subscribers were experiencing LTE connectivity issues. The initial assessment from triage to escalation endured for an average of 5 hours, with every passing minute counting against a successful Mean Time To Know (MTTK) narrative. With persistent spikes in data failures impacting multiple markets, T1 support teams must quickly assess specific networks, offending devices, and subscribers through near real-time alerting with a precise path to examine historical evidence. At the time, the T1 team faced labor-intensive workflows which prevented timely evaluations.
The Solution
NETSCOUT’S nGeniusOne solution was implemented to help the provider reduce initial triaging time. The solution provided near-real-time alerting, historical evidence, and a clear path to the number of unique users impacted during the outages across specific markets. It also provided targeted recovery of offending devices. The nGeniusOne solution was able to streamline the workflow of the T1 team, enabling them to quickly assess specific networks, offending devices, and subscribers. The customer support offered by NETSCOUT also provided extensive assistance to improve post outage analysis.
Operational Impact
Quantitative Benefit
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