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Telecoms & Retail
Network Performance Management
Software Engineering, Artificial Intelligence, User Experience Design
What?
Our telecoms and media communications client operates networks in some of the worlds most inhospitable climates, making network and infrastrcuture management extremely costly and complex.
With a complex network infrastructure spanning 4 service (wireless, fixed-line, internet, and TV), our clients technical support, IP admin, and customer-facing support teams had a chaotic and inefficient process to manage network performance and technical support.
Our team set out to integrate all network systems into a modern and aggregated single-pane-of-glass experience, monitoring infrastructure performance in realtime across hardware from the hardware in facilities all the way through the backbone to individual customers devices.
How?
Using a combination of modern data integration techniques and front-end technologies, our team built an extensive and easy-to-use web and mobile platform for various personas from customer support, network and IP admins, and scheduling and dispatch teams.
The platform was integrated with the customer account management platform to reduce swivel-chair activity and simplify complex network diagnosis and visibility issues into the hands of customer support.
Technologies used ranged from FastAPI, React, node.js, ASP.net, SNMP+.
Impact
The new platform has had several impacts across multiple departments.
Reduction in downstream ticket volume (and reducing duplicate tickets) by providing the customer service team with better visibility into known network issues, stopping them from raising unecessary tickets.
Proactive visibility into degrading network performance trends to perform investigatory analysis prior to critical issues.
Significant reduction in swivel-chair access across multiple systems in the same process, improving efficiency significantly. Alongside the reduction in use of email and spreadsheets for ticket management and communication.
Visibility into network performance (current and historic) for executive teams, which has been especially relevant to ease concerns during significant weather events.
Ability for customer service teams to perform network diagnosis and service resets, this has reduced downstream ticket volume significantly.
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