SLA MONITORING SERVICE
SLA MONITORING SERVICE
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PROBLEM
PROBLEM
B2B customers of the service provider had no way to monitor the performance of their internet services. In the event of a service disruption, clients were forced to manually resolve disputes with the provider, creating a high volume of support requests.
As support case resolution times increased, customer satisfaction and retention began to decline, highlighting the need for a transparent and automated performance monitoring solution.
SOLUTION
SOLUTION
An integrated solution combining on-premises equipment performance monitoring with a conflict resolution system, enabling SLA tracking and automatic dispute resolution by providing customers with reimbursements for service outages.
PRODUCT TYPE: enterprise software
TARGET AUDIENCE: B2B customers, service provider customer support agents
TEAM
TEAM
Single back-end developer
Integration engineer
STACK
STACK
Network monitoring & management protocols
Java 2 Platform, Enterprise Edition
MY CONTRIBUTION
MY CONTRIBUTION
Elicitated customer requirements
Designed the solution architecture
Managed the integrational tasks
Performed service low-level configuration
Performed acceptance testing
MY ACHIEVEMENTS
MY ACHIEVEMENTS
Enabled the service provider to launch premium services based on an SLA monitoring
Increased 90-day retention for the service provider by 23%
Normalized B2B customer support case resolution time
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