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Large Multi-National Beverage Manufacturer Keeps Orders Flowing with NETSCOUT Solution
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 食品与饮料
适用功能
- 商业运营
- 销售与市场营销
用例
- 远程资产管理
- 供应链可见性(SCV)
服务
- 系统集成
挑战
这家跨国制造公司严重依赖 SAP 的 ERP 系统来运营业务，但性能问题影响了客户服务，限制了收入机会，并危及了公司的声誉。在许多情况下，客户服务代表需要 8-9 分钟才能将客户订单输入系统，而通常只需 1 分钟。延迟是由于 ERP 屏幕性能缓慢和系统暂时冻结造成的。系统在一次交易中多次冻结的情况并不少见，客户服务代表每次都会闲聊。这不仅有损害公司声誉的风险，还会影响任何一天可以接的订单总数，从而影响总收入。这是一个需要解决的关键问题。IT 团队在盲目运行，没有网络、服务器或应用程序监控或管理。他们一直试图通过手动解析日志文件来解决问题，这不仅耗时，而且没有效果。他们知道他们需要更好的可视性和可以指出根本原因的工具。
关于客户
这家跨国制造公司在欧洲和亚洲的数百个地点开展业务，在 150 个国家/地区酿造和运送 100 多个品牌的啤酒。为了减少浪费、提高效率和改善客户服务，他们通过供应链集中了全球采购、物流和端到端规划。这需要一个大型的分布式企业资源规划 (ERP) 系统，并且该系统必须运行良好才能实现其收入和生产力目标，同时提供卓越的客户服务。
解决方案
由于订购流程受到影响，以及其他影响整个公司生产力的 ERP 性能问题，他们求助于 NETSCOUT® 来找出根本原因、分类和解决问题。nGeniusONE 服务保证平台采用自适应服务智能 (ASI) 技术，与 InfiniStreamNG 设备一起，提供了对 ERP 系统的可见性，包括应用程序、服务器、网络和服务依赖关系。除了可见性之外，系统中的智能还允许 IT 团队在问题出现时快速查找、排除故障和修复问题。NETSCOUT 解决方案可以在几分钟内找到问题的根本原因，而 IT 团队花了数周时间翻阅日志文件试图找到这些问题却没有发现。nGeniusONE 解决方案可以快速解决已知问题，并持续监控以检测和解决随着时间的推移出现的任何新问题。在监控服务并在仪表板中查看分析后，订单输入问题得到了迅速诊断。由于每小时有超过一百万笔交易，因此找到速度变慢和屏幕冻结问题的根本原因是一项艰巨的任务。再加上多种问题导致如此多交易出现严重延迟，复杂性对 IT 团队来说是一个重大挑战。
运营影响
数量效益
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