Global Stock Exchange Reduces MTTR, Tool Sprawl, and Customer Churn by Consolidating Observability Stack with cPacket
One of the world's largest financial services providers faced two competing pressures. First, it had to protect revenue by improving service reliability. With trading platforms serving 400,000 users across 70 global sites, long incidents often impact user experience and lead to costly customer churn.
Second, business teams were pushing to consolidate vendors, tools, and budgets after growth and acquisitions created tool sprawl with 20+ overlapping packet tools. Network Operations had to cut tools and costs without losing the packet-level visibility needed to resolve issues and keep customers.
Outcomes
- $2M–$3M in cost savings: Consolidating redundant packet tools cut annual tool costs and simplified support and vendor management.
- MTTR cut from hours to minutes: Load balancer investigations now take minutes instead of hours, with fewer and shorter cross-functional war rooms.
- Customer churn cut in half: Churn dropped from 10% to 5%, a major gain for a business where 1% churn equals about $100M in impact.
- Broader adoption through integration: Exports into centrally managed operational systems increased adoption of packet insights and reduced the need for specialized training.
"cPacket reduced our MTTR for load balancer issues from hours to minutes, and reduced the frequency and duration of cross functional war rooms to investigate issues." – Lead Network Administrator
"Working with cPacket not only saved us millions of dollars in annual tool costs, but simplified our support and vendor management processes." – Head of Procurement