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Diagnostic Tool Triumphs over Expensive Enterprise Management Tools

A leading mobile telecom supplier with over 50% of market share in Malaysia was experiencing poor response times at its call centers from some of their business critical applications. The problem arose when relevant information about the customer was taking nearly two minutes to display on the screen. This delay was viewed as not good for customer relations and the SLA's in place were not being met.

The call centre IT support team spent over two weeks with no fewer than ten personnel trying to figure out the reason for this delay. It was not consistent and occurred in several of the call centers machines, after manually trying to sort out the issue and using all the Enterprise tools they had. It did not give them the answer they were looking for, as all those expensive tools sat on the Servers and Network.

They wanted to "Know the Truth." Enter End-End Software, which is a diagnostic tool that measures all transactions (every screen that pops up) and within a very short period of time all was revealed. The software was able to report by date and time stamp each transaction in sequence.

The problem was that the call centers desktops had to use a number of applications as part of the business process. However the issue lay with the email application that was performing the way it should, but the crunch was the send and receive function on the email application, which would slow the response time of the CRM application at the critical time.

It was estimated that ten people spent two weeks at various times to resolve this issue the cost an estimated $ 30,000.

By using this KISS solution the company was even able to justify the purchase even before it was paid for.

End-End Software provides straightforward application performance and availability monitoring by measuring the actual end-user experience. It cuts through the complexity of service delivery by focusing on the measurement that matters—that of the End User. It further simplifies management by viewing the service the way the end user views it, screen by screen at a transaction level, rather than as a series of infrastructure activities.

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