Vodafone launched a quality of service (QoS) improvement project to improve customer satisfaction and reduce service complaints. The project aimed to monitor and improve the performance of its mobile network.
Network Critical’s SmartNA-XL™ hybrid TAP/Packet Broker helped Vodafone achieve better traffic monitoring, seamless network integration, and greater scalability.
One of the major challenges that mobile operators face isn’t technical. It’s managing customer perception.
When subscribers experience slow response times or unresponsive apps, they often blame the network operator, leading to increased complaints and a high churn.
Research shows that network quality directly impacts customer satisfaction, and higher satisfaction correlates with lower churn rates. Thus, effective monitoring and predictive network planning are critical for managing mobile networks.
Vodafone faced several challenges in their QoS improvement project due to the complexity of their legacy network, which had evolved over time to support various services (voice, data, video, voice over internet protocol) across multiple generations of technology.
As demand for mobile data and voice services grew, Vodafone needed to:
Continuous monitoring is absolutely critical to maintaining a high-quality network and staying in compliance with European data regulations. Network Critical SmartNA-XL™ allows us to see and manage traffic without impacting live traffic.” - OSS Tools Manager
Vodafone selected Network Critical’s SmartNA-XL™ hybrid TAP/Packet Broker to realize these goals.
Our solution provided seamless and reliable connections to various network links while ensuring uninterrupted live traffic. Key features of the solution included:
Developing and managing Key Performance Indicators is all about accuracy of information. The Network Critical products are providing 100% accurate traffic visibility on the key links, which is vital for us.” - Network Performance Monitoring Engineer
Vodafone achieved significant improvements across multiple aspects of their operations. Continuous traffic monitoring enhanced service assurance, leading to increased network reliability and a notable reduction in customer frustration, which ultimately resulted in lower churn rates.
By combining TAP and Packet Broker functions into a single unit, they reduced capital expenses related to racks, power, cooling, and real estate, thereby improving cost efficiency.
Consistent management practices achieved operational simplicity, minimizing the need for frequent system replacements or additional training. Furthermore, the solution ensured compliance with European cross-border data regulations, reinforcing the company's commitment to regulatory standards.
Network Critical is an industry leader in network access technology. Our quality 1/10/25/40/100G modular TAP and Packet Broker solutions ensure that our customers have continuous network visibility. Network Critical products eliminate any concerns of downtime and our unique scale-out capabilities enable simple, cost effective expansion, as network and port density requirements grow. The health of your network is always secure with Network Critical products. Our fully flexible range of TAPs and Packet Brokers are used with IDS, IPS, network traffic monitoring tools, sniffers and many other mission critical appliances, to provide 100% network visibility with zero packet loss. With over 20 years experience, a number of industry “firsts” and a reputation for excellent customer service, Network Critical’s solutions are widely used in global networks across a wide range of sectors including Finance, Telco, Government, Energy and Healthcare.