Post-Sale Support



Telecom Says nGeniusONE is “Outstanding”

An engineer of a large enterprise telecommunications services company is very likely to recommend* NETSCOUT for the following reason:

“The NETSCOUT nGeniusOne solution is outstanding, and NETSCOUT provides us excellent post-sale support.”

World-Renowned Pharmaceutical Giant Praises NETSCOUT Post-Sale Support

A Senior IT Architect of a Global 500 pharmaceuticals company is very likely to recommend* NETSCOUT for the following reason:

“The attention from the account team is fabulous. We have a RSE and a SME / Account Engineer. Any questions, concerns, and training is provided without question.”

*Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend NETSCOUT?”

NETSCOUT nGeniusONE a “One-Stop Shop” for Service Triage

Having the NETSCOUT nGeniusONE dashboard gives us a ‘one-stop shop’ in application visibility. It also allows other IT specialties to monitor their services more proactively, keeping ahead of service related issues. All of this helps to improve customer service and provide more value to the organization. It is an extremely reliable product with excellent customer support.

IT Manager, Large Enterprise Health Care Company

Popular Canadian Telecom Boosts Service Uptime With NETSCOUT

NETSCOUT allows us to increase service uptime, reliability, and customer sentiment. It’s a great product with a great support team.

Network Administrator, Large Enterprise Telecommunications Services Company

Case Study: National Bank Of Abu Dhabi

Introduction

This case study of National Bank of Abu Dhabi (NBAD) is based on a May 2015 survey of NetScout customers by TechValidate, a 3rd-party research service.

“NETSCOUT has good product support and a clear roadmap of their product’s direction. We like nGeniusONE as it gives us an end-to-end view of our infrastructure.”

Challenges

  • Finds that using a single service-oriented performance management platform from NETSCOUT is the most effective in triaging service performance issues.

Use Case

  • Agrees that the top reason for purchasing NETSCOUT solutions is to optimize the performance of their IT services.
  • Considered the following vendor before selecting the NETSCOUT solution to solve critical IT challenges like reducing degradations and outages:
    • Opnet

Results

  • Accomplished the following to increase ROI in the short term and promote operational excellence in the long term with NETSCOUT:
    • Increased quality of end-user experience
    • Reduced operational expenses
    • Improved IT staff productivity
    • Displaced several performance management tools with a single platform from NETSCOUT
  • Spent the following amounts of time on average in the war room resolving a core service incident before and after NETSCOUT:
    • Before using a NETSCOUT solution: 10-20 hours
    • Using a NETSCOUT solution: Up to 5 hours
    • Reduced time spent in the war room resolving critical service incidents by 50% to 75%
  • Reduced the mean time to resolution (MTTR) by an astonishing 80% or greater with NETSCOUT’s proactive service triage compared to an alternative solution.
  • Reduced the capital expenditures associated with performance management of their IT infrastructure by 25-49% with NETSCOUT.
  • Improved the following areas by the following rates with NETSCOUT:
    • Improved problem identification: 25-49%
    • Improved service performance management: 25-49%
    • Reduced MTTK: 10-24%
    • Shortened service disruptions: 25-49%
    • Reduced time spent troubleshooting: 25-49%