It should come as no surprise, but when a company misses on consistently delivering quality service to its customers, customer satisfaction and sales will suffer resulting in order abandonment, customer attrition and ultimately brand erosion.
As an example, there is a leading provider of direct-to-home (DTH) television services. They leverage their IT to continually expand its market position by delivering new services such as triple and quadruple plays (bundled TV, internet, phone and mobile services). These services require development to change their online order, provisioning and service applications. However, they had a problem getting the technical resources to do this as they were all tied up in supporting problems with the existing applications.
This telecom provider knew they had to rapidly uncover why it was always “all hands on deck” to support every problem. They knew they had to ensure that they could preserve some resources to build new applications in order to hold on to and hopefully, grow their market share. But how? Customers were already beginning to complain and some were deserting.
After some analysis, they discovered that many application problems were uncovered by their customers without support being aware of them. Alarmingly, their customers, rather than their IT staff, identified nearly two-thirds of all problems. As a result, the mean-time-to-repair (MTTR) became excessive with a backlog of service desk tickets.
The key challenge was the lack of an effective application performance monitoring system to monitor its Windows- and UNIX-based IT infrastructure, resulting in uncertainty and doubt related to the status of ERP, CRM, Billing, IVR, Provisioning and other business and IT transactions. They need an early-warning system that could detect and alert on these problems before users were impacted.
The solution was to monitor the availability and performance of its applications, and business transactions and using real-time analytics scan for patterns that showed a trend toward a problem. For example, they were able to monitor moving averages for response time on a process and create alerts as the rate of change for response time accelerated.
Automated discovery, real-time monitoring and analysis integrated into a single dynamic dashboard of all servers, middleware, commercial application and transactions, greatly enhancing overall visibility.
The result was markedly improved customer service. They now could use their technical resources to build new application and no longer needed every one of them to be involved with every support request. From a cost savings perspective, the total number of help desk tickets was reduced by 30-percent, with the number of problems requiring the most-expensive Tier 3 support reduced by 70-percent.
When you deliver competitive capabilities, increase customer satisfaction, and reduce costs, everybody wins and the “sky is the limit”.
To learn more about this real-life telecom case study, read the whitepaper here.