Case Study: U.S. Energy Company achieves real-time service assurance and improved customer experience with NETSCOUT

U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service

One of the largest energy providers in the southern U.S., serving residential and commercial customers in a hurricane-prone region, was rapidly digitizing with smart meters and customer portals. As customer experience became tightly tied to network and application availability, the company faced recurring degradations: slow or unavailable access to meter data, outage maps, bill pay and CRM services, difficulty tracking fleet vehicles, and limited visibility into performance across multiple data centers and hundreds of remote branches with little onsite IT.

NETSCOUT deployed nGeniusONE with Adaptive Service Intelligence, InfiniStream appliances, and nGenius for Flows with collectors to deliver real-time service monitoring. The solution pinpointed root causes (remote circuit failures, a non-responsive e‑Web server, a SIP/VoIP issue), generated proactive alerts, and enabled faster remediation—restoring CRM and portal availability, improving customer and employee experiences, reducing support calls and vendor finger-pointing, and freeing network teams to focus on strategic initiatives.