Telenet Improves User Experience with Better Monitoring of Customer-Facing and Business Applications
 
 

Telenet Improves User Experience with Better Monitoring of Customer-Facing and Business Applications

  • Oracle Customer:  Telenet
    Location:  Mechelen, Belgium
    Industry:  Communications
    Employees:  2,093
    Annual Revenue:  $1 to $5 Billion

Printer View Printer View

Telenet, founded in 1996, was a pioneer in European broadband services. Today, the company is Belgium’s leading provider of residential high-speed internet, telephony, and digital television, serving 1.4 million digital television subscribers, 1.3 million internet customers, and 0.9 million fixed telephony accounts. Telenet for Business, the company division focused on the business market, offers a complete communications solution portfolio for organizations and corporations and holds a commanding lead in the Belgian/Luxembourg commercial market.

Oracle Enterprise Manager enables Telenet to monitor, analyze, and optimize its internal call center applications. In addition, Telenet can now detect, diagnose, and resolve application error incidents faster, enabling the company to provide better service and significantly improve customers’ experiences when ordering products and services or managing personal accounts on multiple channels. The company also uses the solution to ensure the high performance of its internal-facing business applications.

 
 

 
 

Challenges

  • Improve advisor/call center experience by ensuring high availability and performance of business and customer-facing applications—such as those that enable advisors to order telecommunications services online and manage their personal accounts and product settings
  • Create an objective way to measure and monitor the response times of internal support service applications and improve the overall customer experience
  • Enable active and passive application monitoring to rapidly identify possible bottlenecks and issues within the application landscape and limit impact on customers
  • Provide flexible reporting and drill-down capacity in a dashboard to business users and system engineers, so they can learn from end-user behavior 

Solutions

Oracle Product and Services

  • Deployed Oracle User Experience Insight to collect statistics about application use and performance directly from the network with production code intact, allowing Telenet to detect use trends and the overall impact of new application releases or patch installs on the end-user experience
  • Enabled application monitoring on all levels of the infrastructure and gained holistic, real-time insight into the company’s enterprise application landscape—which encompasses several hundred applications, including online telecommunications services ordering systems, as well as business applications
  • Gained the ability to rapidly identify emerging application performance issues and take corrective action, minimizing impact on end users
  • Enabled Telenet to prioritize maintenance and application optimization based on monitoring and analysis results
  • Detected, diagnosed, and resolved the 20 most urgent recurring incidents in the company’s service-oriented architecture (SOA) environment by leveraging detailed error logging and then correlating possibilities—driving significant improvement in SOA services quality
  • Gained the ability to quickly detect errors in specific parts of a service, such as online ordering or registration, leading to a better understanding of customer behavior and preventing serious bottlenecks or issues in customer-facing, Web applications
  • Created the opportunity to track end-user behavior by following user flows and identified ways to change processes, such as online product ordering
  • Enabled engineers to access detailed reporting on incidents through a single dashboard, accelerating problem diagnosis and resolution

Resources