China Telecom – Xinjiang Branch Reduces Time to Find System Errors from One Week to 20 Minutes
 
 

China Telecom – Xinjiang Branch Reduces Time to Find System Errors from One Week to 20 Minutes

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Xinjiang Branch (Xinjiang Telecom) was established by China Telecom Corporation Limited (China Telecom) in the Xinjiang Uygur Autonomous Region. Xinjiang Telecom supervises 16 China Telecom subsidiaries at regional, prefecture, and city levels, two specialized subsidiaries, six directly-affiliated units, and 88 county subsidiaries at the county level. China Telecom is the world’s largest provider of wireline telecommunications and broadband services. and it is also the world’s largest code division multiple access (CDMA) cell phone operator. The company provides wireline access to around 173 million people, has more than 66 million broadband subscribers, and more than 100 million cellphone subscribers. The annual revenue for China Telecom is US$34.4 billion.

 
 

 
 

Challenges

A word from China Telecom – Xinjiang Branch

  • “Oracle Real User Experience Insight enables us to promptly locate, analyze, and solve system errors, such as slow responses in our customer relationship management system. It ensures we deal with transactions in a timely manner and provide strong support to China Telecom, helping improve its competitiveness in the Chinese telecommunications market.” – Han Yan, Manager, System Maintenance Center of Enterprise IT Department, China Telecom – Xinjiang Branch

  • Monitor the capabilities and usage of customer applications, such as Oracle’s Siebel Customer Relationship Management (CRM) and its online business portal, to gain comprehensive and timely information on how users, such as CRM center employees, utilize the systems
  • Analyze the performance of Siebel CRM and other customer relationship applications to improve system capabilities and services, such as customer call centers
  • Help IT staff identify individual system abnormalities or errors in a timely manner and reduce the time taken to diagnose and solve the problems
  • Comprehensively record and analyze in real time the activities of all CRM system users and use this data to support, manage, and optimize the system’s capabilities

Solutions

Oracle Product and Services

  • Engaged Oracle Partner Datang Software Technologies to implement Oracle Real User Experience Insight to better monitor call center and online portal transactions and charges for cellphones and broadband services
  • Resolved slow-response-time incidents in Siebel CRM by quantifying and automating system capacity and customer experience data, analyzing things like user behavior or cell phone usage patterns, and taking advantage of Oracle Real User Experience Insight’s protocols
  • Reduced the time taken to identify and locate fatal CRM system errors from one week to 20 minutes by using Oracle Real User Experience Insight’s session replay function and data mining tools
  • Improved the efficiency of the operations and maintenance department by more than 90% for analyzing Web system problems, such as critical Web server errors, by automatically detecting, capturing, and reporting all functional errors and taking into consideration detailed user access and behavior data
  • Discovered the causes for some IT problems, such as slow server and Web portal responses, by analyzing comprehensive statistics regarding the number of system users, user behaviors, and transaction volumes for peak periods, and used this information to optimize the CRM system and readjust IT structures

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