Copyright © 2012 Splunk Inc.Turning Big Data IntoOperational Insights atCricket CommunicatonsTy PrinkkiSenior Operations M...
Cricket Company Overview•   Leading communication service provider    – $2.7 billion in revenues (FY 12)    – Approx. 4,30...
My Background & Role•   Senior Manager, Technical Operations Group•   Functions of the group:    – Operational responsibil...
Why Splunk?• Visibility: Multiple service/transaction platforms and 3rd party  providers• Reporting: Real-time Monitoring ...
Broad Use of Splunk at Cricket                     Supporting Operations & Business Use Cases     IT                 Techn...
About MUVE MusicStrategic initiative for Cricket       More than 600,000 subscribersDrives customer growth & loyalty      ...
Key Splunk Drivers for MUVE• In-depth visibility into service usage metrics• Identify and address issues for a better cust...
MUVE Service – Understanding the Customer        User authenticates &     Authentication Logs        receives an IP addres...
MUVE Subscriber Dashboard & Forms                    •   Subscriber insight:                        – Tying MDN to IP is k...
MUVE Download Dashboard                •   Real-time download metrics                    –   Devices downloading songs    ...
MUVE Content Dashboard (Demo)•   Real-time content analytics    –   Top 10 searches across customers    –   Top song downl...
MUVE Service Delivery Dashboard•   Real-time service usage metrics    –   % of cloud activities    –   # of users authenti...
Device Performance Benchmarking•   Analyzing Muve download client performance    – Average song download times (song downl...
Splunk Roles – From Execs to Operations                                                                                   ...
Splunk Impact / Top Takeaways    Splunk usage has grown organically (200+ users)    More data = more benefit (grown from 2...
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SplunkLive! Denver - Nov 2012 - Cricket Communications

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  • SplunkLive! Denver - Nov 2012 - Cricket Communications

    1. 1. Copyright © 2012 Splunk Inc.Turning Big Data IntoOperational Insights atCricket CommunicatonsTy PrinkkiSenior Operations Manager - Muve
    2. 2. Cricket Company Overview• Leading communication service provider – $2.7 billion in revenues (FY 12) – Approx. 4,300 employees• Nationwide services offered include wireless voice and broadband internet• Approx. 5.9 million customers across the U.S.• Launched unlimited MUVE music service in early 2011 2
    3. 3. My Background & Role• Senior Manager, Technical Operations Group• Functions of the group: – Operational responsibility for nationwide data services – Any device / any data service (e.g. music) – Own the ‘end-to-end’ service => systems focused – How do we define and better monitor the customer experience? 3
    4. 4. Why Splunk?• Visibility: Multiple service/transaction platforms and 3rd party providers• Reporting: Real-time Monitoring and Analytics• Scale: Thousands of new subscribers per hour, hundreds of interactions every minute = millions of events• Efficiency: Take processing off the platform for Developers/Engineering/Operations/. . . .• Operational Intelligence: Huge operational gains and strategic advantages through leveraging machine data 4
    5. 5. Broad Use of Splunk at Cricket Supporting Operations & Business Use Cases IT Technical Operations Messaging WAP CRM Services Gateway Monitoringand Analytics Over the Air Video • Monitoring and analytics of Activation (OTA) Optimization over 2 TB / per day SOA Monitoring • 100s of TBs of historicaland Analytics Authentication Policy data on disk Platforms Platforms MUVE Music Provisioning Service 5
    6. 6. About MUVE MusicStrategic initiative for Cricket More than 600,000 subscribersDrives customer growth & loyalty Over 70 million song downloads each month More than 230 million song plays each monthComplimentary subscriptionincluded with most smartphone More than 30 hours of music listening per subscriber perplans month 6
    7. 7. Key Splunk Drivers for MUVE• In-depth visibility into service usage metrics• Identify and address issues for a better customer experience• Content usage insight• Assessing the business impact by device• Evaluate performance improvements and variations of software releases• Analyze end-user metrics in different ways for more efficient and effective content delivery 7
    8. 8. MUVE Service – Understanding the Customer User authenticates & Authentication Logs receives an IP address Correlate MDN and IP Address Activity Tracked by IP - Searches Key to understanding - Downloads individual customer Search Logs - Browsing Download Logs experience with service – Application Logs insights for support, IT and business 8
    9. 9. MUVE Subscriber Dashboard & Forms • Subscriber insight: – Tying MDN to IP is key with Splunk – Did they get on the network? – Did they get access to desired content? – User perceived performance • Business value – Rapidly troubleshoot customer issues – Complete customer activity view including usage stats to isolate issues – Proactively identify known problem signatures before customer call-in 9
    10. 10. MUVE Download Dashboard • Real-time download metrics – Devices downloading songs – Devices unable to download – # of tries to download songs – Volume of data downloaded – Average download speed • Business value – Device analytics, benchmarking & comparison – Operational planning and rationalization – Trending and threshold alarming – Proactively monitor and fix issues/Drill down 10
    11. 11. MUVE Content Dashboard (Demo)• Real-time content analytics – Top 10 searches across customers – Top song downloads – Top artist downloads – Top played songs – Top artists searched for• Business value – Banner hit rates – What do customers want – Audit of customer transactions 11
    12. 12. MUVE Service Delivery Dashboard• Real-time service usage metrics – % of cloud activities – # of users authenticating – # of concurrent users – # of users activating – Download times, by device, 3G vs. WiFi• Business value – Monitoring overall service health – Visibility for platform optimization – Capacity planning for growth 12
    13. 13. Device Performance Benchmarking• Analyzing Muve download client performance – Average song download times (song download times) – Average time for device to request queued song (song gap/request)• No manual timing analysis in spreadsheets; order of magnitude faster in Splunk! Song 1 Song 2 Song 3 Download Download Download Time (S) Time (S) Time (S) Song 2 Song 3 Song 4 Gap/Request Gap/Request Gap/Request Time (S) Time (S) Time (S) 13
    14. 14. Splunk Roles – From Execs to Operations Engineering Customer Executives Marketing Operations Care Vendor Call tracing User Acquisition Content / Subscriber Look-up / Search / TroubleshootingSplunk Use Dashboards Dashboards Troubleshooting Benchmarking “Wow … where was this five years ago for our other services?” - Customer Care “Great work! It’s really cool to see you guys respond to these issues so quickly.” - VP Ops 14
    15. 15. Splunk Impact / Top Takeaways Splunk usage has grown organically (200+ users) More data = more benefit (grown from 200 GB to 1.5 TB per day) Machine Data Requirements to Vendors• There’s a gold mine in this data - tell the business what it needs – now!!!!• The business is now behind Splunk . . . Splunk is core to several strategic projects “We have given the business tremendous insight and visibility as the music service launched. They are coming to us hourly with new requests. . . .and we are saying yes more than no with Splunk.” 15
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