The Client is a national telecommunications company founded in 1984 within the Asia Pacific region. Beginning as the national telecommunications company for fixed line, radio and television broadcasting services, it has evolved to become the country’s largest provider of broadband services, data, fixed-line, mobile, pay television and network services. The Client represents one of the largest government-linked companies in the country, with more than 28,000 employees.
Due to the existing Network Monitoring System (NMS) under customer service operation system (CSOC) cater for industry enterprise dataline and services as well as for various customer-premise equipment (CPE) is outdated and can not cope with operation requirements and is too costly to upgrade and maintain, The Client seeks for cost effective modern network management system (NMS) (modern term is NPMD = network performance monitoring and diagnostics) to improve operational efficiency, for the short term 3 years interim period without overspending while the Group is heading for group monitoring capability build up.
Before the Client engages E-SPIN, their existing NMS encounters a massive overloading of the monitoring node where their existing system can not cope with the massive load and prolongs the system to provide timely monitoring status and notification. The said system is under the enterprise customer’s continuous complaint for being just too slow to provide alert notification, while the system in real life has been down for at least 30 minutes. Under the enterprise customer pressure for more timely and responsive delivery of the monitoring node status and reporting, the division operation commute is kick off for the project to modernize the existing NMS. But will not go for the same brand due to too much upgrade fees and professional services that are beyond what the operation committee intends to spend for the next 3 years. Alternative solutions that can cater for the operational needs for the next 3 years become the challenges.
The proposed system includes scale-up NMS for the current and future load with 2 x unrestricted NMS for load balancing existing 10,000 network device monitoring requirements to provide timely response for operation alert and performance status for the monitored network device.
It effectively resolves their previous solution single poller that can not be handled with the large volume of the polling and provides the timely alert and status update for each polling cycle proactively. It addresses the previous operation issue for being too passive and reactive, where they usually receive the customer complaint call before they get the polling status that is delayed due to the overload system.
The new system provides a timely responsive and proactive alert and performance update way before customers are required to log support cases.
In addition to E-SPIN system solution platforms, E-SPIN provided solution consulting, network and system integration, software system customisation, implementation, training and 24x7x365 technical support and maintenance outsourcing services as a single solution package vendor. It enables the Client to focus on datacenter network management operation and business, and outsourcing entire non-core technical and support know-how on network monitoring systems to E-SPIN, rather than to recruit, train and retain expensive in-house specialists.
- Immediate resolved of immediate operation requirement below the costly upgrade and maintenance of legacy NMS system. Which provide operation savings and below budget spending for the system capital and operating expenditures (Capex and Opex).
- Immediate improved customer satisfaction due to proactive NMS alert and performance status update in place. Operation can focus on proactive, rather than reactive fire fighting in handling all the alert and performance case disruption of end customer subscribed dateline services.
- Immediate migrated over to future proof architecture and inline with corporate direction for the better value system for the long term cost savings.
E-SPIN value added services (VAS) engage for the project:
- Telco grade Customer Service Operation Center (CSOC) core system for industry sector wide comprehensive end to end network monitoring system supply, provision, setup, migration, training, maintenance support during the project period.
We hope the case Telco CSOC grade core and CPE network performance monitoring solution, will help for those who are looking for the solution with context. Feel free to contact E-SPIN for your project requirements and discussion session, we see what we can duplicate the project success to your unique case.