Explore how Colt boosts customer satisfaction through operational efficiency and simplification
CASE STUDY Transforming troubleshooting and enhancing Customer Experience: Colt’s journey with Infovista
Colt Technology Services, a global digital infrastructure company delivering carrier-grade connectivity services and known for their commitment to customer experience and ESG , sought a comprehensive assurance solution that could integrate seamlessly with their existing ecosystem to optimize their monitoring and troubleshooting capabilities and improve the overall customer experience. This case study shows how Colt successfully implemented Infovista’s Automated Assurance solution and the significant benefits they gained as a result.
PROBLEM STATEMENT
Infovista stood out from the competition with their professional approach and strong commitment to understanding our unique requirements. Claire Limbert VP, Network Operations Colt.
In today’s highly competitive market, offering premium, reliable voice services has become a must to attract and retain customers, and for a business model to thrive, delivering an exceptional customer experience must be complemented by both operational efficiency and cost-effectiveness. Accordingly, Colt has identified the need for an advanced assurance solution that provides the holistic visibility required to proactively assure their network and services, simplify their operations and reduce their time-to-resolution for improved customer experience.
THE PROJECT DELIVERY EXPERIENCE
WHY COLT SELECTED INFOVISTA
Infovista collaborated closely with Colt to understand their operating model and deliver a customized solution that fits their specific requirements, resulting in a highly positive project delivery experience. Colt appreciated the exceptional support provided by Infovista, with Claire Limbert noting, “Infovista’s team was highly reactive and provided exceptional assistance during the installation phase. Their expertise and responsiveness ensured a smooth deployment, allowing a smooth transition to their new assurance solution.”
Following an extensive selection process, Colt chose to partner with Infovista to deliver its next-gen voice assurance solution. “Infovista stood out from the competition with their professional approach and strong commitment to understanding our unique requirements” said Claire Limbert, VP, Network Operations at Colt. “During the selection process, their team of experts showcased their deep knowledge and demonstrated the capabilities we were looking for.”
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CASE STUDY
INFOVISTA’S SOLUTION USAGE AND BENEFITS
Colt’s team transitioned to Infovista’s Automated Assurance solution which provides access to over 300 users, supporting them in proactively monitoring voice services, correlating data across their network and quickly troubleshooting customer complaints. The benefits of using this solution are to enable: Comprehensive Analytics Intuitive dashboards and reports offer key metrics and performance indicators coupled with real- time alarming to provide a holistic visibility across network, service, and customer. This not only enabled Colt to deliver premium experience but also improved processes and communication across their internal teams.
Enhanced Quality of Experience (QoE) Analysis
Monitoring and troubleshooting capabilities for Real-time Transport Protocol (RTP), including media recording for identifying issues such as one-way audio, empowered Colt to focus on the perceived customer experience and identify the root cause of issues with greater precision and efficiency.
Streamlined Troubleshooting
With intuitive troubleshooting workflows and advanced features including historical network- and subscriber-based searches, end-to-end call ladder diagrams and drill-down to individual Packet Captures (PCAPs), Colt’s technicians can quickly identify and resolve issues, reducing their mean-time-to-repair (MTTR).
Claire highlights, “The solution’s ladder diagram and correlation functionality have proven to be game-changers. We can now troubleshoot faster and provide a seamless experience to our customers.”
As a result, Colt has seen the following improvements in: User efficiency, leading to 80% less support requests:
• Single Sign-On to the tool, leading to both simplified and 20% faster access • Intuitive user interface and drill-down workflows • A unified system for protocol and media analysis
Enhanced customer experience and Net Promotor Score (NPS):
• Improved service quality through faster issue detection, analysis and resolution • Flexible and tailored customer report creation • Enhanced Service Level Agreement (SLA) guarantees, achieving considerable improvement in compliance
Streamlined operations:
• Optimized troubleshooting with single-click access to contextualized data leading to faster MTTR • Improved team productivity and skilled resource allocation • Enhanced communication across planning, core network, and senior management teams
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CASE STUDY
THE PRODUCT EXPERIENCE
CONCLUSION
Colt rates Infovista’s product highly when compared to their previously used assurance solution and those from Infovista’s competitors. It also continues to collaborate closely with Infovista’s support and R&D teams to actively evolve the solution to address future requirements.
By partnering with Infovista and implementing its Automated Assurance solution, Colt has significantly transformed their troubleshooting processes which has helped boost their overall customer experience. Its successful implementation has empowered Colt’s team to proactively address issues, resulting in improved operational efficiency and customer satisfaction. Claire concludes, “Infovista has been a dependable partner throughout this journey. Their Automated Assurance solution has become an integral part of our operations, enabling us to provide seamless and reliable voice services to our customers. We look forward to continuing this successful collaboration and unlocking further value from the solution.”
FUTURE PLANS
Looking ahead, Colt plans to maximize the solution’s potential by leveraging its real-time alerting capabilities and integrating it with their trouble-ticketing ecosystem. Furthermore, Colt aims to integrate their customer- based analytics within their existing Umbrella Reporting tools, bringing together VoIP and other significant data such as the underlying network performance, to provide a holistic view that allows them to drive proactive decision-making.
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