About the Client:
The client is an American multinational telecommunications conglomerate that provides network products and is one of the major network providers in the USA. It offers voice, data, and video services & solutions to its clients, meeting customers’ demand for mobility, reliable network connectivity, security, and control.
One of the main challenges faced by the client was the absence of appropriate tools to enable swift and informed decision-making by business leaders. The large volume of incoming tickets and requests, exceeding 10,000 per day, posed a considerable hurdle in effectively tracking and monitoring network operations without a live view.
The existing approach of relying on manual efforts to extract recent activities proved to be highly time-consuming and prone to errors. The client sought a more efficient solution that would allow them to gain real-time insights into Network Service Availability and enhance ticketing and change management processes. The goal was to significantly reduce resolution times, preempt extended delays, and improve preparedness in addressing reported network outages but also to enable the swift identification and resolution of potential issues, thus preventing any negative impacts on their services and customers.