Leading custom support provider leveraged a TruExperience pilot to enable its Network Operations Center (NOC) to view and improve management of chronic delivery service issues

Custom Support Solutions
  • Supports household name Fortune 500 brands
  • Size: 100,000 employees in remote locations
  • Location: 10+ countries
  • Challenges
  • Urgent improvement to significantly reduce chronic service issues for top 10 clients across over 40 regional delivery centers and 30 lines of business.
  • Limited comprehensive network activity visibility with NOC.
  • TruExperience
  • Delivered agent journey visualization including network and application availability along with response time to applications and URLs of priority clients.
  • Developed a NOC dashboard with summarization by site and line of business and web proxy measurements.
  • Successful
    • Rapid identification of VPN connectivity issues allowed NOC to resolve them or redirect agents in a timely manner minimizing inactivity.
    • Ability to succinctly monitor overall network latency with TruExperience tests running at 2-minute intervals allowing highlatency connections to be identified quickly.
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