Vodafone stays ahead of issues affecting user experience


The Challenge

Vodafone’s enterprise team won the managed WAN contract for a large UK Utility. Over time the Utility complained about service quality, and the impact this was having on user experience. However, there was disagreement as to the cause of the poor user experience. Vodafone's team felt it was due to supplying a like-for-like service without having the opportunity to qualify and offer a more appropriate solution. The Utility had also changed its data centre architecture, which the Vodafone team suspected further impacted user experience. Vodafone attempted to requalify the business needs of the Utility and pitch for a next generation services deployment, but struggled to fully engage them, putting the renewal of the contract at risk.

The Results

  • Partners

    For the first time, the Vodafone account team can improve the service provided to their client by connecting user experience issues with problems in the digital supply chain.

  • Analyse

    The Utility now has a common language with Vodafone, resulting in rapid resolution of issues impacting on user experience. The relationship between the two has also improved, removing the need for an expensive tendering process for the Utility.

  • Magnifying Glass

    The Vodafone account team is taking a more consultative approach with the Utility. Using Actual’s data, they are providing the evidence to drive informed decisions on where and how to make investments to the Utility’s 

  • Analytics

    Vodafone is ahead of network issues before they impact the Utility’s user's experience. The team now has the opportunity to re-scope the Utility’s network requirements, which has led to a potential sales opportunity to upgrade over half the sites under review.

Our Approach

Actual’s analytics software helped Vodafone understand the correlation between the user experience of the Utility’s digital services and the cause of any issues amongst the many businesses, technologies, networks, data centres and applications involved in the delivery of the services.

  • 72
    Digital Use

    Digital Users deployed

  • 12
    Applications measured

    Applications measured

  • 1
    Dashboard summary

    Dashboard summary

  • 3
    Key points of impairments

    Key points of impairments

  1. 1

    Actual’s analytics highlighted issues in the local access circuits provided by a third-party supplier. Intermittent packet loss suggested oversubscription of a circuit and, on investigation, the supplier had failed to deploy the additional bandwidth previously ordered.

  2. 2

    The data pinpointed issues with two edge routers where a duplex miss-match in the device configuration led to packet loss.

  3. 3

    Actual’s analytics identified the network handling traffic to and from the Utility’s third party data centre was dropping packets. Deeper examination revealed the cause: incorrectly classified traffic resulted in standard traic bursting into a non-existent classification, leading to packet loss.