Case Study: eBay achieves proactive, end-to-end monitoring and reduced partner chargebacks with eG Innovations' eG Enterprise

Addressing the Multi-Supplier IT Performance Challenge with Unified Monitoring

eBay, one of the world’s largest marketplaces, relied on Citrix-based virtual apps to support thousands of global call-center agents but struggled to isolate recurring latency and slowness across a multi-supplier, multi-location environment. Siloed, home-grown and vendor-specific monitoring tools left IT teams spending hours triaging issues, unable to verify the true source of problems and facing disputed partner chargebacks and operational inefficiencies.

eBay deployed eG Enterprise for unified, end‑to‑end monitoring (user-to-data-center across hardware, VMs, storage and Citrix), giving a single-pane dashboard, layered views and automated triage. The solution enabled proactive detection, reduced partner cases and major incidents, cut chargebacks and troubleshooting hours, improved SLA performance and IT efficiency, and delivered clear ROI — with plans to expand monitoring to additional cloud resources.

eBay

Peter Dinh

Citrix System Administrator