Case Study: a leading telco company improves user experience and system performance with Germain UX

One of APAC's largest Telco companies improves user experience and system performance by gaining insight into its legacy CRM, sales, and service applications

A leading telco company in the APAC region faced significant user errors and performance delays within its highly customized, legacy CRM system and integrated applications, which directly threatened its revenue. After unsuccessful internal efforts to reproduce and resolve the issues, the company partnered with Germain UX to gain the necessary monitoring and user insight capabilities.

Germain UX provided a solution featuring full user replay, which allowed the telco company to identify the exact root causes of errors, such as servers running out of memory after prolonged use. The vendor's platform delivered monitoring, analytics, and automation for approximately 200 million daily transactions, resulting in significantly faster error resolution, improved user experience, and intelligent business operations insights for the customer.