Cox recently completed a 90 day proof of concept for a large insurance company that wanted to test our Ethernet solution for work at home. The results from a user and technical point of view were interesting and in some ways significant.
First lets talk about the basic concept. It’s relatively simple. Cox literally extended the insurance companies LAN from their data center to the homes of their employees that are working at home full time. This simple solution allowed them to discontinue the use of a VPN and solved some issues they were having with delivering some applications to the end users in the home. If you want to know more click on this webcast link. We produced this in conjunction with the CCNG and the webcast does a good job of spelling out why we feel that, for some customers, the Ethernet solution is superior. We also feel that it’s one cable companies are uniquely positioned to provide. To watch it you need to register with BrightTalk but it’s an easy process. The webcast is twelve minutes long .
As part of the 90 day proof of concept the insurance company was looking at server delay and network delay over the Ethernet network and comparing that to their traditional Internet solution for work at home. Traditionally they have asked employees to provide their own Internet connectivity. The insurance company provides a VPN and laptop to the employee.
The decrease in both network and server delay was significant. For example with the Internet solution over the 90 day period they found an average server delay 60.45 ms, network delay of 15.58 ms and client delay of .48 ms. This added up to a total of delay of 76.41 ms. With the Ethernet solution the insurance company saw a server delay of 44.27 ms, network delay of 4.23 ms and client delay of 0.0 (because no client was used) for a total delay of 48.50 ms. This resulted in a 37% decrease in over all delay. Enough of a difference that they saw an improvement of application delivery and in user satisfaction.
This brings us to part 2 of the proof of concept. During the 90 day period the users were surveyed as well. In the first two weeks of use 50% of all users were satisfied with the user experience using the Ethernet solution. Another 38% were extremely satisfied with the user experience. This resulted from less down time and faster response times. The remaining respondents had not used the solution at the time of the initial survey.
After 60 days the picture changed. 65% of all users were satisfied with the user experience and 35% were very satisfied with the experience. In other words 100% of all users were happy with the results that the Ethernet solution provided.
Lastly, the Insurance company saw a positive impact on its help desk. Their help desk was finding it difficult to resolve trouble tickets entered by its employees. Call times had gone up and resolution percentages had dropped. This was caused mostly by the fact that the Insurance company was using a residential internet solution. They had no means to diagnose that circuit and were not the customer of record. Our survey found that as a result of using the Ethernet solution only 10% of all trouble tickets were transferred to Cox. In other words, they were able to diagnose and resolve 90% of all trouble tickets internally. This led to faster response times and more up time for the employee.
I hope this information was interesting. As always I’d like your feedback. You can either contact me directly or write a comment on this blog.