CLIENT CASE Contel ingenieros
Triple-Play and building automation
Contel Ingenieros is a company dedicated to provide telecommunications solutions, consulting, systems supply and installation, we offer operational support and maintenance of communication networks. We currently develop Triple-Play and Inmotics projects for large shopping centers and the hospitality sector, as well as network and communications systems.
PROJECT CHALLENGE: THE SEARCH FOR THE BEST SUPPORT
The need for connectivity in the current social model has led to the consolidation of the wifi service for customers in the hospitality sector and shopping centers as an obligation in recent years.
Any service outage requires a fast and effective solution that solves the problem within hours.
We needed to have proactive information that would allow us to detect incidents for all our customers, even before any complaint was generated.
Providing help-desk support while observing the installation was also one of our priorities, along with the ability to handle different communication technologies.
The traditional methods were generating high SLAs and were not acceptable to our customers, so we needed a change to achieve our main objective: improve time to resolution.
WHY PANDORA FMS?
Given the heterogeneity of our systems, we needed to customize and adapt Pandora FMS to our requirements.
We also needed to have decentralized management based on the different projects we have with their satellite/remote controllers.
We manage devices from multiple manufacturers and with different communication protocols such as SNMP and TR-069.
āWe switched to Pandora FMS Enterprise because of the similarities in the way we operate, its support and its high degree of customization of operations.ā
JosƩ Luis Delgado, CEO of Contel
After testing the Community version of Pandora FMS we decided to switch to the Enterprise version because of the similarities in the way we operate, the support and the high degree of customization of operations.
At the beginning, we started using open source monitoring tools, but they did not have the management and observation capabilities we needed.
RESULTS AND BENEFITS
OF PANDORA FMS
Currently, in 21 geographic locations, we monitor 6,700 devices and 45,000 network variables. In addition, we have managed to integrate Pandora FMS with the various technologies we use, such as GPON, VDSL, DataoverCoax, SNMP, radio links, LonWorks and Dante, among others. We were particularly surprised by the versatility and flexibility of the tool, which we have managed to adapt to our needs.
With Pandora FMS we have been able to increase our capacity to act and respond on our networks in multiple geographic locations. Our level of support to our customers has improved exponentially. We are now able to detect faults before users even notice them.
āExcellent support and ability to solve problems. Pandora FMS adapts to the heterogeneity of our systems and they also listen to us and get involved in what we need.ā
JosƩ Luis Delgado, CEO of Contel
We also have the support of a tool that allows us to manage devices from multiple manufacturers and technologies, something that our customers have benefited from. We have never had such favorable satisfaction surveys with our services!
Internally, thanks to Pandora FMS we have managed to adapt to the demands of an increasingly demanding sector. We have become a more professional, faster and more satisfactory service provider.
We have full confidence in both the after-sales and support teams, who have helped us to implement and adapt the tool, as well as allowing suggestions from our side to cover new communication protocols such as TR-069. Pandora FMS’s ability to solve problems is incredible, they listen to us and get involved in what we need.
In the future we seek to apply this work methodology to sectors such as building automation and energy efficiency, monitoring industrial protocols such as Lonworks, KNX or ModBus.
āWith Pandora FMS we have managed to make an important technological and innovation leap, offering our services in a much more efficient, professional and incident-free way.ā
JosƩ Luis Delgado, CEO of Contel
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