Case Study: Large North American Carrier Company achieves 80% reduction in initial triaging time and faster MTTK with NETSCOUT nGeniusOne

Quickly Isolate Resolution of Subscriber Issues and Improve MTTK

A large North American carrier’s Tier 1 support team was overwhelmed by alarms showing 51,000 roaming subscribers with LTE connectivity failures. Labor-intensive triage workflows meant initial assessment to escalation averaged five hours, harming Mean Time To Know (MTTK) and the Overall Subscriber Success Ratio.

NETSCOUT’s nGeniusOne provided near-real-time market alerts, historical evidence to quantify affected users, and targeted identification of offending devices, with hands-on post-outage support. The provider cut initial triaging time from five hours to one hour (an 80% reduction), accelerating MTTK and improving Overall Subscriber Success.