Case Study: Leading Multinational Retail Chain protects billion‑dollar membership revenue and reduces MTTR with NETSCOUT nGeniusONE & InfiniStreamNG

Retailer Pinpoints Performance Issue Impacting CRM App and Billion Dollar Membership Revenue

This multinational retail chain serves millions of member households across physical stores, wholesale and e-commerce channels and depends on always-available business-critical applications. When customers reported a 30-minute outage of member services in the CRM app, the incident threatened customer satisfaction and posed material risk to membership revenue (approximately $5B annually), with an illustrative $500M loss if renewals dropped significantly.

The retailer leveraged NETSCOUT’s nGeniusONE and InfiniStreamNG appliances to apply scalable deep packet inspection and packet-level analysis, quickly pinpointing an MQ server communication drop as the root cause. This reduced mean time to knowledge, restored services faster, and delivered ongoing, proactive network and application visibility to protect user experience and safeguard membership revenue.