Case Study: Regional Energy Company achieves improved customer experience and faster CRM performance with NETSCOUT nGeniusONE and nGeniusPULSE

Regional Energy Company Improves Customer Experience

This large U.S. regional energy company—14,000 employees serving more than 5 million customers across several states—faced ongoing CRM performance problems and outages that slowed call handling and online account access. Remote workers also experienced inconsistent access to third‑party cloud apps over Wi‑Fi. Multiple IT groups struggled to find the root cause because they lacked a common toolset and initially suspected network latency.

Using NETSCOUT’s nGeniusONE with InfiniStreamNG and nGeniusPULSE (hardware and virtual nPoints), the IT team instrumented the application and network paths to pinpoint issues: overloaded application servers, TCP/window sizing and DNS problems, and 2.4 GHz Wi‑Fi congestion. Remediations (including moving critical users to 5 GHz) shortened call wait times and portal response, reduced MTTR through unified workflows, and shifted the organization from reactive troubleshooting to proactive monitoring with visible operational dashboards.