Average of $150,000 in annual cost savings and reduced customer support calls by 100 per day
Slashed troubleshooting times from weeks to hours or minutes
Ability to prove root cause to other IT and business stakeholders
Unknown errors in a notification system resulted in hundreds of support calls, requiring costly staffing increases.
It may not make for good courtroom drama on TV, but pretrial filings are a core part of any litigation. Tyler Technologies is a leading providing of eFiling software, and the company's Odyssey File and Serve solution is used by 14 states and nearly 30 additional counties across the U.S. to streamline and simplify the judicial filing process for litigants and court officers. The web-based software allows litigants to file paperwork with the court online 24/7. Because litigants rely on electronic filing an outage can mean not only frustration, but missing a crucial deadline in a case.
Any service interruption or performance problem with the eFiling solution invariably led to a flood of frantic calls from would-be filers trying to make a deadline or confirm that a filing had been submitted. With limited visibility into how the application was performing, the support staff at Tyler was often faced with a lengthy troubleshooting process. This created a backlog in the call center and forced the company to continuously add staff as adoption of the application grew.
With ExtraHop, we identified a simple SMTP error that was causing major headaches for our clients. As soon as it was fixed, support calls dropped by an average of 100 per day.
Jamie Gillespie Director of Client Success and Support, Tyler Technologies
Using ExtraHop, Tyler Technologies identified and fixed a simple SMTP error that had been impacting their eFiling application.
In order to gain critical visibility into the eFiling solution, Tyler Technologies brought in ExtraHop.
Simple Error, Big Headache
One of the most important elements of Tyler Technologies' File and Serve solution is the automatic email it sends to attorneys notifying them that a case has been filed and accepted. One day the support desk started receiving a flood of panicked calls from users who weren't receiving confirmation emails.
Faced with the prospect of having to bring on additional helpdesk staff, the director of support turned to ExtraHop. Looking at the dashboards, the director and the IT team noticed a large volume of SMTP client errors on an application server, resulting in failed new user requests, password resets, and filing confirmation notifications. With ExtraHop, the team was able to determine within a few hours that the problem was due to a simple mistake: the application wasn't using the correct "From" email address.
"Before ExtraHop, we just had no good way to figure out what was going on," says Jamie Gillespie, director of client success and support at Tyler Technologies. "Once ExtraHop showed us the problem, it was an easy fix."