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U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 公用事业
用例
- 实时定位系统 (RTLS)
- 远程资产管理
服务
- 系统集成
挑战
这家能源公司在多个数据中心和数百个远程分支机构面临着严重的服务保障问题。面向客户的网络服务(如在线访问停电地图、账单支付历史记录和智能电表数据)的降级和减速是无法接受的。无法快速识别与公司客户资源管理 (CRM) 系统相关的服务可用性问题,无法精确定位客户门户中用于交互式电源控制、在线账单支付和停电报告的减速,导致客户满意度面临风险。此外,如果公司无法使用其跟踪车队车辆的应用程序来有效响应维修和升级订单,则会导致公司在人员配备、服务恢复和车辆维护方面面临更高的费用。
关于客户
该客户是美国南部最大的能源公司之一,为住宅和商业客户提供电力服务。该公司在飓风频繁袭击的地区开展业务,这使得电力服务的交付更加复杂。这家能源公司的母公司是全球风能、太阳能和核能领域的顶级电力供应商。该公司专注于提供高质量的客户服务,通过 IT 技术举措和进步(包括引入智能电表)来改变服务交付方式。
解决方案
为了解决能源公司的服务保障问题,IT 部门求助于 NETSCOUT 提供实时服务监控。nGeniusONE 服务保障平台采用 Adaptive Service Intelligence™ (ASI) 技术,结合数据中心战略性部署的 InfiniStream 设备以及公司数百个远程公司办事处的 nGenius for Flows with Collectors,使 IT 部门能够快速发现性能问题的根源。nGeniusONE 的深度情报迅速揭示了几个问题,例如远程站点电路问题、无响应的 e-Web 服务器以及影响 VoIP 服务的 SIP 可用性问题。无论使用多少不同供应商的设备或支持交付链各个部分的第三方合作伙伴数量如何,nGeniusONE 解决方案都能提供解决问题所需的分析。
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