Case Study: North American Multiple Systems Operator (MSO) achieves rapid detection and recovery of Video-on-Demand (VoD) release revenue with NETSCOUT nGeniusONE

North American Multiple Systems Operator - Customer Case Study

A Tier 1 North American multiple system operator (MSO) that offers 30,000+ Video on Demand (VoD) titles faced a critical issue: subscribers selecting a pay-per-view release were getting the wrong poster and abandoning rentals within minutes, risking millions in revenue since roughly 40% of VoD income occurs in the first three days after release. The operator lacked direct, subscriber‑level visibility into the end‑to‑end VoD experience and needed to rapidly identify why so many views were short and being abandoned.

By deploying NETSCOUT’s nGeniusONE service assurance solution, the team gained end‑to‑end visibility, received alerts about abnormal short-duration views, and within hours traced the problem to a skipped entry in the movie poster display database. A swift database correction restored correct video‑to‑poster mapping, halted potential revenue loss and refund requests, ruled out CDN congestion, and provided proactive alarms and real‑time VoD performance reporting.