Global Customer Experience Company Gains Operational Efficiency and Improves Compliance Reporting with Entuity Software™

THE PROBLEM WASN’T A MISSING FEATURE

Two issues drove the decision to move. The first was support. The IT team described a pattern of tickets closed without resolution, links sent in place of answers, and requests for on-site technical help declined outright.

The second was platform performance under real conditions. At any given time, 20 to 60 members of the IT organization might be logged into the tool simultaneously, and at that load the platform destabilized. Attempts to query historical data for report generation produced crashes and errors. Expanding dashboard capacity meant paying more on a contract the team already considered expensive.

WHY THAT BECAME A COMPLIANCE PROBLEM

The performance issue landed hardest on the administrators responsible for security and compliance reporting. Unable to extract the data, they began telling stakeholders it wasn’t available. Eventually the team stopped attempting those reports altogether — a standing risk for an organization of that size, and one created entirely by tooling rather than by process.

As their network architect put it: “We couldn’t get those reports.”

WHAT CHANGED WITH ENTUITY

Foundever evaluated several vendors and ran a proof of concept before moving Entuity into production in September 2024. Entuity met the IT organization’s core requirements:

• Support for SNMP, NetFlow, NBAR, and the team’s other network data collection needs
• Dashboards that perform under dozens of simultaneous users
• Platform redundancy, with redundant polling servers across hundreds of global sites managed from a single pane of glass
• Responsive support, including same-day screen-sharing sessions with Entuity engineers

REPORTING THAT SUPPORTS THE COMPLIANCE PROCESS

Because the platform performs consistently regardless of how many people are using it, administrators can generate and deliver the security and compliance reports stakeholders ask for. That closed a real source of organizational risk.

Data searchability changed day-to-day operations too. The team can pull current operational data and look back across previous days to compare against similar issues at the same site — queries that returned application errors on the previous tool.

WHY FOUNDEVER CHOSE TO STAY

The IT organization cited global scalability, speed of standing up monitoring for new networks and services, breadth of device coverage, dashboard simplicity, and how easily alerting can be adjusted.

READ THE FULL CASE STUDY

EMA’s complete write-up, including direct commentary from Foundever’s network architect, is available in the PDF above.