Case Study: Leading Business Process Outsourcing and Human Resources Company achieves MTTR reduction from 15 hours to 15 minutes with NETSCOUT Smart Edge Monitoring

Company Reduces MTTR from 15 hours to 15 minutes With NETSCOUT Service Edge Monitoring

A global business-process outsourcing and human-capital management company supporting thousands of clients and millions of users faced repeated, lengthy outages—some stretching up to 15 hours—caused by limited application visibility at critical network, data center and cloud edges. These incidents forced costly, around-the-clock war rooms and triggered executive action to move from reactive firefighting to proactive service assurance.

The company implemented NETSCOUT’s Smart Edge Monitoring—nGeniusONE, InfiniStreamNG and vSTREAM appliances, PFOS packet brokers, and an onsite engineer—to convert packet traffic into actionable “smart data” and fill visibility gaps. That solution identified issues (such as oversubscribed firewalls) before they impacted customers, eliminated war rooms, and cut average MTTR from roughly 10–15 hours to about 15–20 minutes, noticeably improving customer experience and operational efficiency.