EDF in the UK Exceeds End-User Expectations by Providing a Seamless Digital Experience with Alluvio Aternity by Riverbed

Digital Experience Management solution provides EDF in the UK with real-time visibility of end-user experience by delivering actionable insights to inform remediation, improve employee productivity, and transform IT operations

Riverbed announced that EDF in the UK – the biggest generator of zero carbon electricity in Great Britain – has deployed Alluvio Aternity Digital Experience Management (DEM) across its Corporate, Customer and Generation business units. This is empowering EDF in the UK to gain visibility into the end-user experience of its business-critical applications on any device, providing them with actionable insights to inform remediation and accurate resolution, improve employee productivity, significantly reduce transaction times, and ultimately deliver an exceptional digital experience for its employees and customers. Aternity, an industry-leading DEM solution, is part of the Alluvio Unified Observability portfolio from Riverbed.

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“Our use of the Alluvio Aternity Digital Experience Management solution has grown and evolved along with our business”

EDF generates a fifth of the UK’s power, providing electricity to homes and businesses throughout the UK, through a combination of wind, solar, and nuclear energy power generation assets. The energy company has an operational portfolio of 36 wind farms (including two offshore), an ambitious vision for solar and battery storage, with further plans to enable investment in low carbon and renewable technologies in the UK worth over £50bn by 2035.

Improving the End-User Experience

With millions of customers across the UK, it’s imperative that EDF’s consumer-facing business has the contact centre capabilities to service them effectively. However, it traditionally lacked end-to-end visibility and observability over its business-critical applications, so identifying and resolving network and application performance issues was next to impossible.

EDF began its journey using Alluvio Aternity for its End-User Experience Monitoring (EUEM) capabilities. The value was immediately apparent, with Aternity providing a view of digital experience by bringing together the metrics from devices, applications, and the network all into a single view dashboard. This real-time insight into the status of all applications and networks empowers EDF’s IT team to understand what end-users actually experience and allows them to troubleshoot challenges – for example around transaction times – ultimately enabling a better customer service experience.

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To further support the drive towards improved customer service, EDF also uses Aternity to assess the workflows and devices that were slowest performing and needed to be replaced. It then used the technology to identify devices needing updating and validated that the resulting upgrades – such as migrating to Windows 10 – had delivered the desired outcome.

Transforming the View of IT Internally

In line with the success of these initiatives, the company also integrated Alluvio Aternity with ServiceNow Incident Management to bolster the resolution of internal IT challenges. Now when a device triggers an alert, ServiceNow collects relevant real-time data from Aternity. The company has created 21 different alerts, including nine system alerts and eight application alerts for hardware. The alerts will flag, for example, if staff have blue screens, battery wear issues, or low disk space, all of which are proven to impact end-user experience. This range of alerts allows IT staff to diagnose root cause proactively and quickly, without end-users even having to raise an incident.

EDF has also created PowerShell scripts (a command line with associated scripting language), and uploaded them to Aternity, to run automatic remediation actions on end-user monitored devices. These remediation actions reduce the number of helpdesk tickets and improve user experiences by identifying and fixing issues remotely before they escalate. For example, one remediation action detects when a computer hasn’t been rebooted for five days and triggers an alert for the user. If the user doesn’t reboot after seven days, the remediation action automatically restarts the device. On average, these actions have saved users 14 minutes of their time, and the support team 15 minutes per incident. These time savings will improve even further as the scripts become fully automated.

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