Customer Overview
A global aluminium manufacturing company with $3 billion in revenue, operating multiple offices and production facilities. Their IT team relied on SolarWinds for network monitoring but struggled with persistent Microsoft Teams call quality complaints from employees.
The Challenge
Despite having a well-managed network, the IT team was constantly firefighting Teams call issues. Employees frequently reported call drops, lag, and poor voice quality, and the blame was always placed on the office WiFi.
Key Issues Faced:
❌ Frequent Teams Call Complaints – Users blamed the WiFi, forcing IT to troubleshoot every issue manually.
❌ Lack of Proactive Monitoring – SolarWinds provided network health data but did not track Teams experience from the user’s perspective.
❌ No Visibility Beyond Office Network – IT teams lacked insights into whether issues originated from the service provider network or Microsoft’s infrastructure.
❌ Proving Network Innocence Was Difficult – IT spent countless hours troubleshooting WiFi issues, only to realize that the problem was outside their network.
The LinkEye Solution
By adopting LinkEye’s Digital Experience (DeX) Monitoring, the IT team gained end-to-end observability into Microsoft Teams performance across all offices, enabling proactive issue detection and accurate root cause analysis.
How LinkEye Helped:
✅ Continuous Monitoring of Teams Call Experience – LinkEye proactively tracked performance metrics (latency, jitter, packet loss) for Teams calls from every office.
✅ Proactive Degradation Alerts – IT teams received instant alerts when Teams call quality dropped before users even complained.
✅ Pinpointed Root Causes – LinkEye’s deep observability identified if the latency issue was caused by ISP congestion, cloud provider delays, or a local network issue.
✅ Proved the Innocence of Office WiFi – IT teams could now definitively rule out office WiFi issues and provide data-driven reports to engage ISPs for resolution.
The Business Impact
🚀 50% Reduction in IT Troubleshooting Effort – No more guesswork; IT quickly identified whether the issue was in the office, ISP, or Microsoft’s network.
🚀 Proactive Issue Resolution – IT fixed problems before users complained, leading to a seamless Teams experience.
🚀 Stronger ISP Negotiations – With clear data, the IT team successfully escalated and resolved provider-side issues faster.
Conclusion
With LinkEye’s AI-driven Digital Experience Monitoring, the aluminium manufacturer eliminated unnecessary troubleshooting, improved collaboration performance, and strengthened IT efficiency. Today, their IT team operates with proactive insights, ensuring a frictionless Teams experience for employees worldwide.
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