Case Study: PETRONAS reduces problem resolution from hours to minutes and improves customer experience with NETSCOUT nGeniusONE

PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes

PETRONas Dagangan Berhad, the retail arm of Malaysia’s PETRONAS, operates over 1,000 service stations and 725 convenience stores and relies on POS, CRM and logistics systems to deliver customer service. IT lacked a proactive, end-to-end way to detect and triage application and network degradations across remote sites and call centers, leading to slow detection, long troubleshooting times and potential customer impact.

PETronas deployed NETSCOUT’s nGeniusONE platform with InfiniStreamNG and packet flow switches to capture and analyze bi-directional packet data using Adaptive Service Intelligence, provide early alarms and contextual dashboards, and enable fast root-cause drill-downs. The solution cut mean-time-to-resolution from hours to minutes for POS issues, eliminated blame between teams and third parties, and restored consistent performance for loyalty call center and in-store customer interactions.

PETRONAS