公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE® Platform
- InfiniStreamNG™
- nGenius®PULSE Server
- Collector
- Hardware and Virtual nPoints
技术栈
- CRM system
- Wi-Fi
- Cloud applications
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - 数据交换与集成
- 网络与连接 - WiFi
适用行业
- 公用事业
服务
- 系统集成
- 测试与认证
关于客户
这家大型美国区域能源公司在多个州雇佣了 14,000 名员工,负责管理天然气的采购和交付以及电力的传输、分配和发电,服务对象为数百万客户。该公司为美国六个州的 500 多万客户提供服务,因此,获取客户记录、维修历史记录和智能电表记录对于其高效的日常业务运营至关重要。该公司的 IT 部门是其不可或缺的合作伙伴,负责选择、部署和维护技术,以推动公司业绩。客户服务技术(包括语音和自助服务应用程序)是其创新和增长目标的关键。
挑战
该公司的许多分支机构的 CRM 系统都存在持续问题。性能缓慢和中断导致客户在通话时以及使用在线门户管理帐户和支付账单时遇到延迟。第三方 CRM 供应商报告称,问题很可能是由于网络延迟造成的,应首先对此进行评估。远程位置的员工通过 Wi-Fi 连接访问第三方云应用程序时也出现了另一个问题。用户体验并不一致,一些用户可以立即访问并快速响应,而其他用户则报告访问延迟和响应缓慢。
解决方案
该能源公司是 NETSCOUT® nGeniusONE 平台的长期用户,该平台使用 InfiniStreamNG 来监控、报告和分类多个位置的多个应用程序。但是,CRM 并未定期监控。再加上该能源公司最近升级到 40 GB 主干网,这为添加新的 ISNG 设备创造了机会。当 IT 团队将仪表和工作流程集中在应用程序上时,他们立即看到了报告的延迟。他们还深入研究了网络性能以查找延迟问题,结果发现问题实际上并不是网络造成的,而是多个应用程序服务器超载,导致响应时间随机且不一致。其他发现包括忽略 TCP 窗口大小,发送大文件导致数据包丢失并重新传输,以及没有权限的服务器的 DNS 查找问题。为了进一步隔离和分类问题,该公司添加了 nGeniusPULSE 和 nGeniusONE 的上下文工作流,为跨组织团队提供影响 CRM 和其他关键服务性能的服务器和网络设备的集成、统一视图。使用 nGeniusPULSE,他们查看了逐跳路径性能,并从设备中提取了统计数据,以查找应用服务器过载的时间。这些数据帮助网络团队了解网络路径使用何时受到影响,并准确显示何时使用路径跳数以及何时出现延迟。为了解决远程用户访问云应用程序时遇到的问题,IT 团队使用 nGeniusPULSE 虚拟 nPoints 来验证第三方服务器的响应时间和路径。nGeniusPULSE 测试显示 2.4 GHz 信道过载;为了解决这个问题,他们将使用关键任务应用程序的客户端移至 5 GHz 信道。
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