DBA & SYSTEM ADMINISTRATION

PROBLEM

Terminix's after hours call center was down. The Quintas software had locked up during the peak traffic time and call center staff could not perform any automated functions. Everything from previous customer contact information to the ability to send call reports to local Terminix branches was completely inaccessible. The failure was causing representatives to record call information manually and was severely impacting productivity at a mission critical call center that routinely handles nearly 50,000 calls a day.

SOLUTION

N-Cycles was able to have a senior Oracle database administrator onsite within 4 hours of the first phone call for help. The N-Cycles DBA was able to get the system back online within 30 minutes of arrival and then started thoroughly investigating the root cause of the problem. After diagnosing the root of the problem, N-Cycles examined the rest of the call center system applications and crafted a customized WebDBA-based backup and monitoring plan exactly to Terminix's needs. After the analysis and plan implementation, N-Cycles has monitored the key system resources every day in order to pinpoint any potential trouble spots before they become productivity impacting problems.

Terminix has also enjoyed N-Cycles fast response times for system administration services in surprise situations involving non-monitored systems to quickly identify the problem and get the software operational again.

RESULTS

N-Cycles proactive system monitoring has prevented any further system crashes and ensured that the database does not experience any unscheduled downtime. N-Cycles has also enabled Terminix to recover almost immediately from unexpected problems with other systems that were not being monitored. Overall, Terminix's call center has been able to operate without worrying about software downtime since partnering with N-Cycles to monitor and prevent database failures.