“LinkEye’s real-time monitoring capabilities have been a game-changer for our NOC operations. We now have unmatched visibility into ISP outages and can proactively address issues, resulting in drastic reductions in MTTR.” – IT Director
Customer Overview
A leading IT Services and Managed Service Provider (MSP) based in Bangalore, India, operates a Network Operations Center (NOC) to provide Managed Network Operations Services to its clients. The NOC was facing challenges in handling a large number of tickets related to WAN and ISP issues, impacting their operational efficiency and increasing mean time to resolution (MTTR).
The Challenge
Dealing with an average of 1200 tickets per month related to WAN link and ISP issues.
Engineers spent 45 minutes on average in the initial troubleshooting of each ticket.
Engineers spent 3-4 hours on average for the overall operations of each ticket until its closure.
The NOC was spending approximately 3600 man-hours per month for WAN-related tickets alone.
How LinkEye Helped
After a detailed evaluation and proof of concept, the MSP firm decided to implement LinkEye for WAN monitoring and management.
LinkEye provided 24×7 monitoring of WAN links from distributed Points of Presence (PoPs) across the globe, offering real-time visibility into any ISP outages.
Additionally, LinkEye seamlessly integrated with SD-WAN routers to flow data and perform live troubleshooting.
Customer Success Metrics
Mean Time to Resolution (MTTR) Reduced:
Before LinkEye: 3-4 hours per ticket
After LinkEye: 20 minutes per ticket
Reduction in MTTR: 88%
Operational Efficiency Improved:
Man-hours spent on WAN-related tickets reduced to 240 per month (a decrease of 93.3%).
Overall customer satisfaction increased due to faster resolutions and improved service delivery.
“The implementation of LinkEye has significantly improved our operational efficiency. With reduced time spent on initial troubleshooting and ticket operations, we can focus more on delivering high-quality services to our clients.” – Operations Manager
Conclusion
LinkEye’s implementation enabled the IT Services and MSP company to achieve significant reductions in mean time to resolution (MTTR) and improve operational efficiency. With real-time monitoring and integrated troubleshooting capabilities, they were able to proactively address WAN and ISP issues, resulting in faster resolutions and enhanced customer satisfaction.
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