EDF

Overview

EDF in the UK is the biggest generator of zero carbon electricity, generating a fifth of the UK’s power. The company wanted to improve its visibility into the actual end-user experience of its contact center employees, speed up response times, and ultimately enhance the overall customer experience. With Aternity from Riverbed, EDF has gained visibility into the end-user experience of its business-critical applications on any device to inform remediation, drive down costs and improve employee productivity and the customer experience. To address contact center challenges, EDF started its journey with the End-User Experience Monitoring (EUEM) capabilities of Aternity, beginning with a Proof of Concept (POC) for 300 end-users for one of its networks, intended for customers and corporates. The value of Aternity was immediately apparent, as the solution provided a view of the digital experience by bringing together the metrics from devices, applications, and the network all into a single view dashboard.

EDF provides electricity to homes and businesses throughout the UK, through power generation assets comprising wind, solar, and nuclear energy. The energy company has an operational portfolio of 36 wind farms, including two offshore, with plans to enable investment in low carbon and renewable technologies in the UK worth over £50bn by 2035.

Solution

• Digital Experience 

We’ve completely transformed the way we manage issues, moving from being reactive to proactive and now we can actually foresee and manage issues before they arise. Aternity has transformed the way we work and how IT is perceived as a department throughout the business.

Donna Lloyd, Senior Enterprise Product Manager, Platforms & Enablement

Enterprise IT, EDF