Case Study: EDF achieves faster response times and proactive end-user visibility with Riverbed Alluvio Aternity

UK energy firm exceeds end-user expectations by providing a seamless digital experience

EDF, the UK’s largest generator of zero‑carbon electricity, needed better visibility into the real end‑user experience of its contact‑center systems after slow application performance and long agent lead times were harming customer service. Without insight into device, network and app behavior, diagnosing and resolving performance issues was slow and reactive.

EDF deployed Alluvio Aternity DEM, beginning with a 300‑user POC and scaling to 15,000 end users, giving a single dashboard view of devices, apps and network, plus ServiceNow integration, alerts and automated remediation scripts. The result was faster response times and proactive, pre‑emptive support: 29 remediation actions (saving ~14 minutes per user and ~15 minutes per support action over 90 days), mass fixes (e.g., Adobe updates across 1,000 machines), identification of memory issues on 3,000 devices, reduced transaction times and a transformed IT function.

EDF

Donna Lloyd

Senior Enterprise Product Manager