SLA MONITORING SERVICE
SLA MONITORING SERVICE
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PROBLEM
PROBLEM
B2B customers of a service provider had no means of monitoring the performance of their internet services. In case there was a service disruption, B2B clients had to manually solve disputes with the service provider, which generated a considerable load on customer support. Increased support case resolution time started to influence customer retention.
SOLUTION
SOLUTION
An integrated solution of the on-premises equipment's performance measurement capabilities with the conflict resolution system that enables SLA tracking and automatic dispute resolution with the customers by providing them reimbursement for the service outage.
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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