Case Study: Nationwide Wireless Communications Provider achieves 30%+ engineering efficiency improvement with NETSCOUT TrueCall

Real-Time Data Improves Troubleshooting Efficiency

A nationwide wireless provider serving about 6.6 million customers was seeing costly engineering resources consumed by trouble-ticket escalations, law‑enforcement requests and other customer issues, with some cases taking up to two days to resolve. This bottleneck harmed technician productivity and delayed customer problem resolution.

By deploying NETSCOUT’s TrueCall software and training, the provider consolidated real‑time and up to one year of archived call data into a single desktop tool, enabling fast searches, filtering and location‑specific pulls. The implementation cut time spent gathering records and sped analysis, boosting engineering efficiency by more than 30%, shortening resolution times to minutes in many cases and improving customer satisfaction and churn.