NETSCOUT Case Studies PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes

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	PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes NETSCOUT

PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes

NETSCOUT

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Oil & Gas Retail
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Real-Time Location System (RTLS)
Services	System Integration Testing & Certification
Challenge	PETRONAS Dagangan Berhad, a subsidiary of Petroliam Nasional Berhad (PETRONAS), is a leading oil and gas multinational in Malaysia. The company operates over 1,000 petrol stations and 725 convenience stores, offering a range of services from fuel to dining and banking. To maintain its market leadership, PETRONAS recognized the need for a proactive solution to detect and troubleshoot issues with its point-of-sale (POS), Customer Relationship Management (CRM), and logistics applications before they impacted customers. Prior to implementing a proactive monitoring solution, PETRONAS was unable to detect and correct IT service degradations, which could negatively impact customer experience. With over 1,000 remote locations and multiple applications interfacing with central data centers over the telco network, pinpointing disruptions became a significant challenge. PETRONAS needed a solution that could provide visibility across the entire environment to reduce mean-time-to-resolution (MTTR) when problems were detected. Read More
About Customer	Petroliam Nasional Berhad (PETRONAS) is Malaysia’s fully integrated oil and gas multinational and is ranked among the largest corporations in the Fortune Global 500. Their partly owned PETRONAS Dagangan Berhad business subsidiary is involved in the distribution and sale of finished petroleum products and operations of service stations for the Malaysian market. PETRONAS provides onshore and offshore gas and petroleum exploration primarily in Malaysia. It has grown to be Malaysia’s largest petroleum retail network, marketing products to consumers in more than 1,000 PETRONAS stations and 725 Kedai Mesra convenience stores. In addition to petroleum products, their one-stop convenience centres offer dining, shopping, banking, car spa, and other services. Read More
Solution	PETRONAS chose NETSCOUT’s nGeniusONE Service Assurance platform for its ability to leverage smart data generated by its patented Adaptive Service Intelligence™ (ASI) technology. This technology quickly identifies and pinpoints the root cause of service problems. The solution is deployed in the central data centers, monitoring all packets into and out of the data centers, including POS, CRM, logistics, and other application traffic. Alarms are triggered to provide early warning when services first start to degrade. The IT staff uses the Service Dashboard for details, including latency, errors, success/failure, etc. for the affected location. With contextual drill-downs from the dashboard to views of session details and/or specialized service monitors with key performance indicators, the team can quickly determine the root cause of problems, allowing them to be addressed before negatively impacting customers. PETRONAS also deployed nGenius packet flow switch appliances at each data center to optimize traffic, delivering it to required backend systems as well as to the InfiniStreamNG (ISNG) appliance, where bi-directional traffic is analyzed with ASI, creating smart data utilized by the nGeniusONE platform. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Oil & Gas

Retail

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Services

System Integration

Testing & Certification

Challenge

PETRONAS Dagangan Berhad, a subsidiary of Petroliam Nasional Berhad (PETRONAS), is a leading oil and gas multinational in Malaysia. The company operates over 1,000 petrol stations and 725 convenience stores, offering a range of services from fuel to dining and banking. To maintain its market leadership, PETRONAS recognized the need for a proactive solution to detect and troubleshoot issues with its point-of-sale (POS), Customer Relationship Management (CRM), and logistics applications before they impacted customers. Prior to implementing a proactive monitoring solution, PETRONAS was unable to detect and correct IT service degradations, which could negatively impact customer experience. With over 1,000 remote locations and multiple applications interfacing with central data centers over the telco network, pinpointing disruptions became a significant challenge. PETRONAS needed a solution that could provide visibility across the entire environment to reduce mean-time-to-resolution (MTTR) when problems were detected.

About Customer

Petroliam Nasional Berhad (PETRONAS) is Malaysia’s fully integrated oil and gas multinational and is ranked among the largest corporations in the Fortune Global 500. Their partly owned PETRONAS Dagangan Berhad business subsidiary is involved in the distribution and sale of finished petroleum products and operations of service stations for the Malaysian market. PETRONAS provides onshore and offshore gas and petroleum exploration primarily in Malaysia. It has grown to be Malaysia’s largest petroleum retail network, marketing products to consumers in more than 1,000 PETRONAS stations and 725 Kedai Mesra convenience stores. In addition to petroleum products, their one-stop convenience centres offer dining, shopping, banking, car spa, and other services.

Solution

PETRONAS chose NETSCOUT’s nGeniusONE Service Assurance platform for its ability to leverage smart data generated by its patented Adaptive Service Intelligence™ (ASI) technology. This technology quickly identifies and pinpoints the root cause of service problems. The solution is deployed in the central data centers, monitoring all packets into and out of the data centers, including POS, CRM, logistics, and other application traffic. Alarms are triggered to provide early warning when services first start to degrade. The IT staff uses the Service Dashboard for details, including latency, errors, success/failure, etc. for the affected location. With contextual drill-downs from the dashboard to views of session details and/or specialized service monitors with key performance indicators, the team can quickly determine the root cause of problems, allowing them to be addressed before negatively impacting customers. PETRONAS also deployed nGenius packet flow switch appliances at each data center to optimize traffic, delivering it to required backend systems as well as to the InfiniStreamNG (ISNG) appliance, where bi-directional traffic is analyzed with ASI, creating smart data utilized by the nGeniusONE platform.

Impact #1	The NETSCOUT® solution has allowed PETRONAS to address performance problems prior to customer impact by quickly detecting and troubleshooting them when they first start.
Impact #2	Finger-pointing is eliminated between the network, server, and applications groups with detailed smart data to pinpoint the root cause and provides the necessary evidence.
Impact #3	In addition, where a problem exists in the telco network, with a payment gateway, or other 3rd party component of the service, PETRONAS has evidence to help the 3rd party solve the problem quickly.

Impact #1

The NETSCOUT® solution has allowed PETRONAS to address performance problems prior to customer impact by quickly detecting and troubleshooting them when they first start.

Impact #2

Finger-pointing is eliminated between the network, server, and applications groups with detailed smart data to pinpoint the root cause and provides the necessary evidence.

Impact #3

In addition, where a problem exists in the telco network, with a payment gateway, or other 3rd party component of the service, PETRONAS has evidence to help the 3rd party solve the problem quickly.

Benefit #1	Reduced MTTR from hours to minutes for customer-impacting POS problem
Benefit #2	Improved customer experience when contacting the loyalty rewards call center by solving intermittent performance issues with the CRM application
Benefit #3	Simplified problem resolution with hybrid cloud vendors and reduced finger-pointing

Benefit #1

Reduced MTTR from hours to minutes for customer-impacting POS problem

Benefit #2

Improved customer experience when contacting the loyalty rewards call center by solving intermittent performance issues with the CRM application

Benefit #3

Simplified problem resolution with hybrid cloud vendors and reduced finger-pointing

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Overview

PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes

Operational Impact

Quantitative Benefit