Case Study: IT Infrastructure Company achieves 10x support productivity and proactive issue prevention with TIBCO Software's Data Science platform

Technology Company Turns Big Data into Insight and a Better Customer Experience

A global IT infrastructure company that supports digital transformation was collecting more than 100 million non-sensitive machine messages per week but couldn’t make that data actionable. Its legacy analytics platform was not scalable, required complex coding, and limited who could build advanced workflows, leaving the support team reactive rather than proactive in identifying emerging customer issues.

The company deployed TIBCO Data Science alongside R and other open-source tools to consolidate logs, build and automate predictive models, and contextualize data for proactive alerts. The solution enabled end-to-end automation and root-cause analysis, increasing support productivity up to 10x and reducing phone-based support by ~80%, customer on-phone time by 84%, and process steps by 50%.