Trading Infrastructure Service Provider Boosts Customer Experience and Support Efficiency
Challenge
Providing Superior Support Experience for Growing Customer Base
- Increasing stress from customer traffic growth on legacy packet capture tooling
- Lengthy search query response times and packet export timeframes due to growing capture volumes
- Limited ability to adapt to changing network infrastructure, capture requirements and analytics needs
Solution
Fast, Intuitive Access to Packet Captures with Easy Analytics Upgrades
- Reliable, high throughput packet capture
- Rapid capture export while sustaining maximum capture rates
- Intuitive, single-click access to customer-specific captures with filtering, indexed search and export by data or trading connections to minimize time taken to find and download customer-specific captures
- Maximized disk storage capacity with streaming packet compression (up to 3 times over competitive products) while protecting client data with capture volume and database encryption
- Streamlined, modular analytics upgrade path for deployed appliances as the firm’s networks grow and change
Results
Improved Customer Experience and Support Efficiency
Effectiveness of customer support
Customer on-boarding experience
Deployment flexibility for future analytics and network upgrades
Mean-time to respond to customer queries
Mean-time to innocence and problem resolution
