Service Company Ensures Quality Performance & User Experience During Application Migration
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® 4800 series hardware appliances
- nGenius®PULSE with 3000 series nPoint hardware and virtual devices
- NETSCOUT® Visibility as a Service
Tech Stack
- NETSCOUT Smart Edge Monitoring
- NETSCOUT’s Adaptive Service IntelligenceTM (ASI) technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Recycling & Waste Management
Applicable Functions
- Logistics & Transportation
- Maintenance
Use Cases
- Predictive Maintenance
- Process Control & Optimization
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
The customer is a 30-year-old company that has grown into a multi-billion dollar organization by providing exceptional customer service and expanding their market share with new customers and key acquisitions. Thousands of employees in dozens of locations around the world focus on waste management collection and destruction in a safe and sustainable manner. This company has a reputation for meeting both customer expectations as well as strict regulatory and compliance requirements. Despite the complicated logistics for collection and destruction of waste materials, this company has a stellar reputation for meeting the requirements for scheduled pickups at corporate offices, hospitals, and pharmaceutical locations, and completing safe, secure drop offs at appropriate disposal / destruction facilities. Like so many of waste management counterparts, this company uses a management information system (MIS) and enterprise resource planning (ERP) application to organize several aspects of the business, from scheduling to finance.
The Challenge
The company was facing a high-profile migration to a new ERP system. Service degradations impacting employees and customers were taking too long to resolve due to lack of proactive, in-depth visibility for network and application troubleshooting. Server monitoring tools used in the past had been found to be completely reactive, used only after employees or customers had already notified IT that problems existed. Senior leadership identified excessive problem resolution time as a major disruption, effecting both internal users and external customers. It was simply taking far too long to rectify issues without meaningful visibility.
The Solution
The IT organization at the company selected NETSCOUT Smart Edge Monitoring for its service assurance and performance management solution for this project. The Smart Edge Monitoring solution was comprised of the nGeniusONE with InfiniStreamNG (ISNG) hardware for monitoring north-south network packets and vSTREAM virtual appliances for monitoring east-west packet activity in virtualized environments, nGeniusPULSE with nPoint 3000 series devices in both hardware and software models strategically deployed throughout the company campus for synthetic testing, including business transaction testing (BTTs), for assuring user experience with data center-based and Software as a Service applications, and NETSCOUT’s Adaptive Service IntelligenceTM (ASI) technology which converts the monitored traffic into smart data, which is consumed by nGeniusONE for smarter performance analytics for real-time visibility and insight into the networks, applications, and user experiences. The company also added NETSCOUT’s 24 x 7 x 365 managed service offering called Visibility as a Service, or VaaS, to accelerate the implementation and its day-to-day operation.
Operational Impact
Quantitative Benefit
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