THE CHALLENGE
Vodafone’s enterprise team won the managed WAN contract for a large UK Utility. Over time the Utility complained about service quality, and the impact this was having on user experience. However, there was disagreement as to the cause of the poor user experience. Vodafone’s team felt it was due to supplying a like-for-like service without having the opportunity to qualify and offer a more appropriate solution. The Utility had also changed its data centre architecture, which the Vodafone team suspected further impacted user experience. Vodafone attempted to requalify the business needs of the Utility and pitch for a next generation services deployment, but struggled to fully engage them, putting the renewal of the contract at risk.
Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.