Canal + Overseas and its subsidiaries offer PAY TV, internet and telephone services over 4 continents, from Haïti to Vietnam. It is part of the French Canal + Group famously known for their quality service and content strategy, and offers its broadcasting services both in French overseas territories and abroad.
Canal + Overseas traditionally provides premium services thanks to the full ownership of their environment, from tailored content production to telecommunications and set-top boxes. Their concern for quality and full ownership thus made Canal + Group as a whole a major satellite broadcaster. But the arrival of fiber optic internet and Over-The-Top content with better quality image over the last years has meant the development of new quality-driven offers for the broadcasting group.
For Canal+ Overseas, creating an Over-The-Top set-top box offer meant losing parts of the broadcast chain ownership they previously had to Internet Service Providers. So, with the decision to launch a new and open Over-The-Top set-top box and the need to ensure good service quality for their clients came the need to properly monitor the whole OTT set-top box broadcast chain performance, including Internet Service Providers output.
Ensuring the testing and flawless launch of their new OTT box meant being able to collect real-time data to analyze the whole broadcast chain performance and subscribers usage, instead of long, time and resource consuming qualitative surveys. So they knew they needed to find a log management tool. They first considered building one internally, but very soon realised it would require too many resources to build a proper flexible tool. They thus started looking for a log management software and settled their choice on Logmatic.io for its logs analytics flexibility.
Right from the start, when the box was still in its early testing phase a little over one year ago, Canal+ Overseas was able to make their first learnings, collecting and synchronizing traffic data from beta testers across internal and external data sources, bridging the gap between services. As performance fluctuated from very good to average, they were able to spot what internal or external elements along the broadcast chain were impacting their beta service performance without any second guessing from departments involved. Thus studying the error mix split by each ISP, the Canal+ Overseas team was able to identify specific problems for specific ISPs, and forward data to the proper telecommunications departments for them to investigate in greater details and troubleshoot.
“We were able to monitor a whole bunch of connected data in real-time all along the broadcast chain, it was quite a powerful thing. This is how, for example, we identified an underwater cable owned by a partner ISP was failing and thus damaging our service quality for a whole island” Pierre Peybernes, their Chief of Digital Projects points out.
Phone surveys became a thing of the past as Canal+ Overseas moved on to real-time insights on their clients’ satisfaction. It became easy to monitor the experience of testers, as well as to understand exactly what was going on along the chain of broadcast.
“Our discussions with telecommunication departments and ISPs partners became ones of expertise, with impartial data to display.” Pierre Peybernes adds. And once actions had been taken by telecoms to fix performance, Logmatic.io could measure straight away the improvements. “Logmatic.io tool reinforces our ability to provide the best broadcasting service possible. With workable real-time data in our hands, we can pro-actively fix potential issues arising and prevent subscribers from having to call support” concludes Pierre Peybernes.
Log analytics offered by Logmatic.io reinforced data-driven decisions within Canal+ Overseas, both when deciding to officially launch their set-top box, or when designing adequate support processes.
Launches can become an intricate affair in companies: with low visibility and high pressure for performance, many departments get involved in what becomes a troublesome decision process. Not so in the case of Canal+ Overseas set-top box launch. The decision to launch could not have been any more objective:
“Provided that a couple of key metrics concerning throughput and image quality were below a set threshold for two successive weeks, the launch would happen” Pierre Peybernes explains.
All data was thus compiled for management, objectively proving the project met the quality threshold they aimed for. And so the set-top box official launch was triggered with confidence and without any friction between separate business entities.
Canal+ Overseas devs, project managers as well as architects all use Logmatic.io, both in headquarters and local subsidiaries. But very interestingly, Logmatic.io is also used by local client services management that are responsible for the design of new processes and training of support teams. Beginning in the testing phase, client services managers would thus follow for example the number of connections and their split by SPI to get insights on how to structure upcoming processes. Now Logmatic.io is considered to be shared directly to support teams in order to facilitate troubleshooting insights when clients call.« Previous Next »
"Monitoring connected data in real-time all along the broadcast chain allowed us to identify an underwater cable owned by a partner ISP was failing."
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