Improving the customer experience

A telecommunications company wanted to improve its level of customer service, which was being impacted by network outages, slow response times, and a lack of tools for employees to respond more quickly. Legacy systems were not equipped to process terabytes of data to provide real-time insights to accurately diagnose and quickly resolve problems.

We worked with the company to implement an analytics and correlation engine with a real-time health dashboard that provides visibility and fault detection every five minutes for the entire US network.

As a result, the organization has seen:

• 20 percent improvement in accuracy of fault detection
• 25 percent increase in deflection of customer calls
• 22 percent reduction in costs associated with issues-related calls and technician truck rolls.