About the client
Our client is a France-based multinational telecom company dealing with Hardware, software and services to telecommunications service providers and enterprises. It has operations in over 130 countries.
Client Challenge
The client’s log analysis process was time-consuming and manual. This resulted in longer durations before results could be obtained, wore down engineers who are driving the process and most importantly affected customer experience. They had to pass data through many tools for extracting, visualizing and parsing information, reducing overall output. The engineers were also not able to recognize patterns or repeated incidents to proactively flag potential hardware failures. The client wanted to rectify this and improve customer experience and satisfaction levels.
Movate Solution
The team at Movate took note of the client’s problems, studied them and arrived at the following scope of work:
- Design AI-powered digital solutions to facilitate rapid identification and resolution of system issues.
- Create a smart knowledge management framework, enabling engineers to resolve errors efficiently.
- Implement a modular solution that seamlessly integrates with Customer Relationship Management (CRM), IT Service Management (ITSM), and other applications.
The team decided to put the client on its Log Analyzer solution. They onboarded the client on the AI-powered log analyzer and prepped it to adjust to the client’s ecosystem. Movate’s log analyzer is an automated, self-learning solution that can pull logs from any connected environment. It helps engineers pinpoint errors and malfunctions by readily identifying patterns and comparing it with its database. Moreover, the tool can also ingest new data (both structured and non-structured) and self-learn thereby rapidly decreasing the time to resolve and improving customer experience. The log analyzer’s AI engine helps it with functions like automated root cause analysis, next best action, summarizations and collating case history. This frees the agent from doing these tasks and gives them more time to attend to critical needs.
The team also created a knowledge repository to piggyback on the solution and provide a steady source of information to engineers as they scan through product logs. The knowledge base keeps track of all cases, their history and closure information and uses this intelligence to recommend the right solutions to engineers.
Business Benefits
- Up to 54% decrease in Mean Time to Resolve (MTTR).
- Up to 40% engineer productivity improvement.
- Over 12% CSAT score improvement.
About Movate Log Analyzer
Logs are breadcrumbs of information for troubleshooting problems. They are hardwired in every device and service. Their main purpose is to capture events – how they happened, when they happened and present them to engineers who will use this information to unravel the whole picture. Depending on the situation, logs are lifesavers helping engineers find bugs/issues and resolve them quickly and efficiently.
But when you have thousands of devices producing logs daily, it becomes a huge issue to unearth the problem. And, when you are responsible for customer satisfaction, system uptime you need more than a pair of eyes to keep the wheels running. This is where an automated tool like log analyzer will help. Movate’s log analyzer is an AI-powered, automated solution and it helps engineers bring down the time taken to detect and investigate and pulls out relevant articles for the engineer across connected federated systems. This solution is easily integrated with any existing CRM, ITSM application in your environment.
Movate’s Log Analyzer is part of the Edison family which is a cloud-based modular solution that helps you gain complete control of your support processes, optimize costs, and drive exceptional experiences for superior customer acquisition, retention, and renewals. To know more about Edison, please click here