Proactively solving network challenges for business continuity
The main challenge was to establish a robust process to detect, diagnose, and resolve network issues, minimizing downtime and ensuring uninterrupted global business operations.
Maximizing network uptime and business resilience
The company set ambitious goals to enhance operational reliability and business continuity. The focus: maximize network availability, reduce the frequency and severity of incidents, and implement a proactive approach to problem management across its
Dedicated problem manager and advanced analytics for network infrastructure
Orange Business assigned a customer-facing problem manager dedicated to the company’s account. This specialist works closely with both the customer’s global IT team and internal Orange teams, maintaining continuous communication and orchestrating weekly reviews of network problem logs. Using advanced analytics tools such as Microsoft Power BI and SolarWinds, the problem manager proactively identifies trends, investigates root causes, and coordinates fast, effective resolutions. A custom-developed automation bot tracks recurring issues, allowing the team to address small problems before they escalate into major outages. By combining human expertise with data-driven insights, the company monitors and maintains its network at the highest level.
The problem manager oversees seven critical areas: WAN, SD-WAN, SD-LAN, Zscaler cloud proxy, remote access, Riverbed network optimization, and LAN topologies. In total, this responsibility covers 10,000 network devices supporting 55,000 users across all global sites. The proactive approach has transformed problem management from a reactive process into a strategic differentiator for the company’s IT operations.
Weekly collaboration and automation deliver continuous improvement
Weekly meetings between Orange Business and the company’s IT team ensure that problem logs, trends, and emerging network issues are reviewed in real time. This collaborative approach not only detects and resolves current issues but also enables both teams to identify patterns and implement preventive measures. Automation, including a monitoring bot developed by Orange, provides precise data on the frequency and recurrence of problems, supporting a cycle of continuous service improvement. The result: a network that is more resilient, more transparent, and better aligned with the business’s operational needs.
The company’s move to a software-defined infrastructure and cloud proxy has further enhanced agility and scalability. Orange Business’s migration and managed services expertise supports secure, reliable, high-performing network operations worldwide.
Business continuity secured through proactive network management
The company has achieved higher network availability, improved performance, and reduced operational risk. By transforming its approach to problem management, it has safeguarded business continuity for users across all sites. The partnership with Orange Business has become a key enabler of operational excellence and resilience.
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Key partner to accelerate business transformation
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Microsoft
Microsoft Cloud
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Zscaler
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