NETSCOUT Case Studies U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service

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	U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service NETSCOUT

U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Utilities
Use Cases	Real-Time Location System (RTLS) Remote Asset Management
Services	System Integration
Challenge	The energy company was facing significant service assurance issues across multiple data centers and hundreds of remote branch offices. Degradations and slowdowns in customer-facing web-services like online access to outage maps, bill paying history and smart meter data were unacceptable. The inability to rapidly identify service availability issues associated with the company’s customer resource management (CRM) system, and pinpoint slowdowns in the customer portal for interactive power control, online bill pay and power outage reporting, left customer satisfaction at risk. Furthermore, any delay in the company’s ability to use their applications that track fleet vehicles for effective response to repair and upgrade orders exposes the company to higher expenses associated with staffing, service restoration and vehicle maintenance. Read More
About Customer	The customer is one of the largest energy companies in the southern U.S. that provides electrical services to residential and commercial customers. The company operates in a region that is frequently plagued by hurricanes, making the delivery of power services more complicated. The parent company of this energy company is a top power provider in wind, solar and nuclear power globally. With a focus on high-quality customer service, the company is transforming the delivery of services with IT technology initiatives and advancements including the introduction of intelligent meters. Read More
Solution	To address the energy company’s service assurance issues, IT turned to NETSCOUT to deliver real-time service monitoring. The nGeniusONE Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology combined with InfiniStream appliances strategically deployed in data centers and nGenius for Flows with Collectors at the company’s hundreds of remote corporate offices enabled IT to quickly uncover the source of performance problems. nGeniusONE’s deep intelligence quickly revealed several issues such as a remote site circuit issue, a nonresponsive e-Web server, and a SIP availability issue impacting VoIP services. The nGeniusONE solution provides the analysis necessary to resolve the problem regardless of the multitude of different vendors’ equipment in use or number of third-party partners supporting portions of the delivery chain. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Utilities

Use Cases

Real-Time Location System (RTLS)

Remote Asset Management

Services

System Integration

Challenge

The energy company was facing significant service assurance issues across multiple data centers and hundreds of remote branch offices. Degradations and slowdowns in customer-facing web-services like online access to outage maps, bill paying history and smart meter data were unacceptable. The inability to rapidly identify service availability issues associated with the company’s customer resource management (CRM) system, and pinpoint slowdowns in the customer portal for interactive power control, online bill pay and power outage reporting, left customer satisfaction at risk. Furthermore, any delay in the company’s ability to use their applications that track fleet vehicles for effective response to repair and upgrade orders exposes the company to higher expenses associated with staffing, service restoration and vehicle maintenance.

About Customer

The customer is one of the largest energy companies in the southern U.S. that provides electrical services to residential and commercial customers. The company operates in a region that is frequently plagued by hurricanes, making the delivery of power services more complicated. The parent company of this energy company is a top power provider in wind, solar and nuclear power globally. With a focus on high-quality customer service, the company is transforming the delivery of services with IT technology initiatives and advancements including the introduction of intelligent meters.

Solution

To address the energy company’s service assurance issues, IT turned to NETSCOUT to deliver real-time service monitoring. The nGeniusONE Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology combined with InfiniStream appliances strategically deployed in data centers and nGenius for Flows with Collectors at the company’s hundreds of remote corporate offices enabled IT to quickly uncover the source of performance problems. nGeniusONE’s deep intelligence quickly revealed several issues such as a remote site circuit issue, a nonresponsive e-Web server, and a SIP availability issue impacting VoIP services. The nGeniusONE solution provides the analysis necessary to resolve the problem regardless of the multitude of different vendors’ equipment in use or number of third-party partners supporting portions of the delivery chain.

Impact #1	NETSCOUT identifies service availability issues involving the company’s CRM system, enabling IT to minimize disruptions and improve the customer experience.
Impact #2	nGeniusONE alerts IT to potential problems and enables them to take proactive, corrective actions, thus reducing support calls and cutting down on war room finger pointing.
Impact #3	Real-time service monitoring frees up network managers to work on more strategic projects that drive business growth.

Impact #1

NETSCOUT identifies service availability issues involving the company’s CRM system, enabling IT to minimize disruptions and improve the customer experience.

Impact #2

nGeniusONE alerts IT to potential problems and enables them to take proactive, corrective actions, thus reducing support calls and cutting down on war room finger pointing.

Impact #3

Real-time service monitoring frees up network managers to work on more strategic projects that drive business growth.

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Overview

U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service

Operational Impact