Конкретный пример: Southeastern Freight (TruView) | enterprise.netscout.com

Конкретный пример: Southeastern Freight (TruView)

At a Glance:

Customer:

Southeastern Freight Lines, Inc.


Industry:

Shipping, Logistics, and Transportation


Location:

Columbia, South Carolina


Challenge:

Southeastern Freight Lines, Inc. provides shipping, transportation, and logistics services throughout 12 states in the Southeastern United States and Puerto Rico. Its 6,600 employees span 83 locations, with primary headquarters in Columbia, S.C. The company’s network supports more than 5,000 applications developed in-house, as well as several third-party applications. Application users can be demanding at Southeastern Freight Lines, given the company’s unwavering commitment to quality and total customer satisfaction. With each user focused on performance, application and network delays are not met with much patience.

 


Result:

Southeastern Freight Lines installed a TruView™ 4800 at its Columbia, S.C., data center facility to provide 24/7 monitoring for application performance and end-user experience issues. The company leverages its TruView installation to identify root causes in network delays and unresponsiveness, which is a high priority that directly impacts the company’s operational quality standards. Since installation, TruView’s advanced monitoring and reporting features have delivered performance intelligence and have been integrated as an enabling technology in the company’s unending process and quality improvement initiatives.


Product:

NETSCOUT TruView™


“The TruView appliance consolidates information that we previously accessed from multiple sources and adds to it. It allows us to find all of the information needed to diagnose issues from a centralized and intuitive interface, making troubleshooting issues faster and easier, and ultimately satisfying our demanding application users.” – Wyman Cook, technical services manager for Southeastern Freight Lines, Inc.

Overview

Southeastern Freight Lines, Inc. provides shipping, transportation, and logistics services throughout 12 states in the Southeastern United States and Puerto Rico. Its 6,600 employees span 83 locations, with primary headquarters in Columbia, S.C. The company made its first delivery more than 60 years ago, with a mission centered on exceeding customer needs and expectations. That mission still rings true with a commitment to adding customer value in everything the company does day in and day out. The resulting focus on quality improvement has enabled the company to grow and prosper in an increasingly competitive environment.

Process improvement allows Southeastern Freight Lines to continually measure and streamline its operations and systems to mitigate inefficiencies. Technology plays a leading role in this effort, permeating virtually every process to ensure consistency and accuracy in each customer transaction. From pickup to delivery, the Southeastern Freight Lines information network is designed to deliver total customer satisfaction using one of the industry’s most technologically advanced customer support systems.

“Southeastern Freight Lines is committed to efficiency to ensure all customer interactions and service deliveries are cost effective and exceed expectations,” said Wyman Cook, technical services manager for Southeastern Freight Lines.

Challenges

The Southeastern Freight Lines information network uses a centralized computing service infrastructure, with the Columbia, S.C., support center providing services to the 82 remote service centers. The network supports more than 5,000 applications developed in-house, as well as several third-party applications. Most of these applications support the company’s operations and include everything from collecting information surrounding shipments, routing, billing, collections, maintenance, etc.

Most of the Southeastern Freight Lines application users reside at remote locations, accessing the application via VPN or wireless clients. In fact, Southeastern Freight Lines has up to 1,000 concurrent VPN users during peak hours along with 1,500 users accessing the network via wireless clients. This distributed environment, along with the interactive nature of the applications, requires network and computer services with consistently low latencies.

“Each of our applications is critical to Southeastern Freight Lines operations, with a direct impact on shipping customers when the network and/or applications aren’t running at peak performance,” said Cook. “With this many applications, bandwidth management is critical since downtime of any length causes business delays and lost revenue.”

Application users can be demanding at Southeastern Freight Lines, given the company’s unwavering commitment to quality and total customer satisfaction. With users focused on performance, application and network delays are not met with much patience. It does not take long for the technical services department to receive calls if the network starts to impact the ability of users to perform critical tasks and support customers.

Solution

Southeastern Freight Lines installed a TruView™ 4800 at its Columbia, S.C., data center facility to provide 24/7 monitoring of application performance and end-user experience issues.

The TruView appliance leverages key data sets, such as stream-to-disk packet storage, application response time, transactional decode, IPFIX (NetFlow), and SNMP to present network and application performance analytics through a single reporting interface. This interface depicts network performance visually to demonstrate when and where problems occur, allowing Cook and his team to dive into the data and isolate issues to the application, server interface/device, transaction, or event packet level. As TruView processes network performance analytics, it time correlates the results, providing cross-functional IT teams - such as network engineering, application, and server teams - with an increased ability to work more collaboratively and solve problems fast.

“TruView acts as a window into our network and applications, telling us if and when performance issues arise and helping us identify the proper fix before it causes service interruptions,” said Cook.


Results

Southeastern Freight Lines leverages its TruView installation to identify root causes in network delays and unresponsiveness, which is a high priority that directly impacts the company’s operational quality standards. The TruView helps the company quickly and accurately conduct network and application performance testing. What’s more, its advanced monitoring and reporting features have gained favor with Cook and his team, who in turn, have integrated TruView as an enabling technology in the company’s unending process and quality improvement initiatives.

Cook is especially pleased with the TruView’s impact on managing Southeastern Freight Lines’ network bandwidth. He uses the system to identify, monitor, and reduce network traffic surrounding “chatty” and “background” applications, such as SQL server pings and distributing virus updates, as well as rogue devices connecting to the network.

“TruView is indispensable in helping us streamline and manage our network bandwidth resources,” said Cook. “In one example, TruView identified an excessive number of SQL updates requested by a third-party application. We tweaked the application as soon as the TruView system identified the issue, reducing the load on both our network and our SQL server.”

The TruView also allows Cook to analyze captured packets to dig into individual client sessions and solve problems reported through the help desk. This ability provides a unique end-user perspective that empowers Southeastern Freight Lines to stay focused on customer satisfaction.

“Our end users tend to get frustrated when we respond to support calls by telling them that they shouldn’t be getting that error or that we can’t replicate the issue to find a resolution,” said Cook. “TruView puts us in their shoes, which is the best place to start when you’re trying to satisfy user expectations.”

The TruView appliance from NETSCOUT truly is an all-in-one solution that consolidates and simplifies network and application management for Southeastern Freight Lines. “The TruView appliance consolidates information that we previously accessed from multiple sources and adds to it,” said Cook. “It allows us to find all of the information needed that we previously had to gather from multiple tools. TruView makes troubleshooting issues faster and easier, satisfying our demanding application users.”



 
 
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