Customer Case Study

Introduction

The following is a description of a customer where Vantify has monitored 20 billion events in a year to enable a comprehensive real time view of how customers are experiencing Services and Transactions.

The Challenge

With the peak Christmas retail sales period approaching and additional competitive pressure from two new mobile operators, it was critical that our client had confidence that their sales processes and the underlying IT systems were operating optimally to meet business and customer satisfaction targets.

There was also a history of intermittent system instability affecting the sales and activations process for partner and direct sales outlets. This was impacting negatively on revenue, customer satisfaction and the motivation of retail and care agents. Cost was also being driven up through the need for extra resource to provide manual support during periods of instability. The intermittent nature of these issues coupled with the complex combination of underlying network and IT systems made identification of root cause particularly difficult.

A solution was required that would assure the sales processes were operating consistently with sufficient performance to meet expected peak demand, while also providing the diagnostic insight required to resolve the issues undermining performance.

The Solution

WestGlobal’s Vantify Experience Centre was deployed in less than 4 weeks, providing Ireland’s leading mobile Operator with an end-to-end view of the performance of key retail activities during the critical Christmas sales period and subsequently all year round. Real-time map-based dashboards displayed the performance of each retail outlet in terms of product sales while also providing immediate visual alarm if the performance of the underlying activations process failed to meet performance targets. In the event of failure or performance degradation, ‘drill-down’ from the dashboard to the underlying IT services allowed rapid root cause analysis.

The Result

Vantify Experience Centre enabled immediate improvements in the retail sales process and fully met the Business Case target of a substantial Return On Investment within 10 months. In addition, visualisation and drill-down capabilities supported a rapid root-cause analysis and resolution of the system instability issues that had been impacting the sales process. The real-time performance data provided by Vantify was also used for planning a major IT release aimed at optimising our customer’s IT stack.

Over 12 months Vantify has proven itself to be robust reliable and highly scalable.

Additional benefits included:

• Increased sales revenues.
• Reduced support costs.
• Increased customer satisfaction.
• Addressed agent motivation issues arising from previous system instabilities.
• Immediate identification of performance issues enabled proactive problem resolution.

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