NETSCOUT > Case Studies > Real-Time Data Improves Troubleshooting Efficiency

Real-Time Data Improves Troubleshooting Efficiency

Company Size

1,000+

Region

America

Country

United States

Product

TrueCall software

Tech Stack

Data Integration
Real-time Data Processing

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Use Cases

Real-Time Location System (RTLS)

Services

Software Design & Engineering Services
Training

About The Customer

The customer in this case study is a nationwide wireless communications provider based in the United States. The company serves approximately 6.6 million customers across the country. The company's operations involve dealing with a large number of trouble tickets, law enforcement requests, and other customer issues on a daily basis. The company was facing challenges in efficiently managing these tasks, with some cases taking up to two days to resolve. This was leading to a significant drain on the company's engineering resources and was negatively impacting customer satisfaction.

The Challenge

A nationwide wireless communications provider serving about 6.6 million customers was facing a challenge where costly engineering resources were being monopolized by trouble ticket resolution escalations, law enforcement requests, and other customer issues. In some instances, individual cases were taking up to two days to resolve. This was not only inefficient but also led to customer dissatisfaction and increased churn rate.

The Solution

The company implemented TrueCall software and provided training to its personnel. TrueCall is a powerful desktop tool that allows the company to quickly integrate and access customer data from one location. The software uses real-time data and call data archived up to one year, eliminating the need for personnel to pull data from various sources. This not only reduces the time spent pulling records and client-related data, but also allows engineers to analyze data faster. With TrueCall, the company can quickly search actual customer call activity, use live data immediately from the desktop, pull large amounts of data for specific times and locations, filter on key fields to speed processing and drill down, and pinpoint problem areas for analysis using phone number searches to accurately resolve customer issues in minutes.

Operational Impact

The implementation of TrueCall software led to significant savings for the company.
It increased engineering efficiency by more than 30%.
Engineers are now able to get more done in less time, leading to increased job satisfaction.
The improved efficiency has also led to improved customer satisfaction and reduced churn.

Quantitative Benefit

Increase in engineering efficiency by 30% or more.
Significant cost savings due to reduced time spent on pulling records and client-related data.
Improved customer satisfaction and reduced churn due to faster resolution of customer issues.