Overview
Lianxin Century’s 10-person operations team needed a more efficient way to support over 1,000 customers and manage more than 50,000 network devices. Manual troubleshooting, phone-based issue reporting, and limited knowledge sharing made it difficult to deliver consistent service. To address these challenges, the company deployed CanWay IT Monitoring and CanWay Alert Management.
With proactive monitoring, end-to-end ticket tracking, and a shared knowledge base, the team streamlined day-to-day maintenance. Following deployment, incident response time fell from 30 minutes to five minutes, while monthly customer complaints dropped from more than 50 to three.
Background
Lianxin Century is a network service provider that supplies and maintains more than 50,000 network devices for over 1,000 customers, primarily shopping malls. With devices spanning multiple vendors and models, maintaining this diverse infrastructure with a limited operations team had become increasingly challenging.
Three key issues stood out:
Limited visibility: Faults were primarily identified through manual troubleshooting, with no real-time visibility into device health or operating status.
Fragmented issue reporting: More than 90% of user issues were reported by phone. There was no systematic process for tracking issues or recording how they were resolved.
Limited knowledge reuse: Operational experience was not systematically captured. Engineers often had to investigate recurring incidents from scratch, relying heavily on individual expertise.
Lianxin Century needed a unified IT operations platform to detect device issues proactively, standardize incident handling, and capture knowledge the team could reuse to improve customer service.
Solution
To support long-term business growth, Lianxin Century adopted a modular operations platform that could evolve with its business and allow additional capabilities to be introduced as needed.
The initial focus was on improving user satisfaction. Based on the identified challenges, the solution combined monitoring and alerting, IT service management, mobile access, and knowledge management to improve incident response and operational efficiency.
1. Proactive Monitoring and Alerting
Managing tens of thousands of network devices manually was no longer sustainable. The platform introduced proactive monitoring to continuously track device health and generate alerts when anomalies or faults were detected.
This shifted operations from reactive troubleshooting to proactive incident detection. Once an issue was identified, incident tickets provided structured tracking from detection through resolution.
Network Device Monitoring
The platform monitors customer devices to detect faults promptly and uses tickets to track each incident through resolution.
Incident Detection and Tracking
2. Centralized Service Management
To address fragmented phone-based reporting, Lianxin Century introduced a centralized service desk where users could report incidents and submit tickets through web and mobile channels.
All reported issues are logged and managed centrally. Tickets can be assigned according to engineers’ areas of expertise, with each incident tracked through resolution.
Web-Based Service Desk
Mobile access through WeCom and Feishu further simplified ticket submission and tracking, allowing users to report issues and check progress through these applications.
Mobile Ticket Submission Interface
3. Knowledge Capture and Reuse
Knowledge management gives the team a shared knowledge base of proven solutions.
Once an incident is resolved, its resolution can be converted into a knowledge base article with a single click. Engineers can then search for and reuse proven solutions when similar incidents occur, reducing reliance on individual expertise and avoiding repetitive troubleshooting.
Knowledge Management Interface
Together, monitoring, ticket workflows, and knowledge management help the team detect faults proactively, track incidents consistently, and reuse proven solutions. This reduces time spent on reactive troubleshooting and frees the 10-person team to focus on improving IT operations.
Add Capabilities as Business Needs Grow
Results
Initial customer feedback has been positive. Following deployment, the team shifted from relying on customer reports to detecting faults proactively. Incident response time decreased, and monthly customer complaints fell substantially.
Incident reporting and tracking also became more structured. Previously, users reported issues through phone calls, with no consistent process for logging or tracking them. The service desk now provides a central record of each ticket and its progress through resolution.
Over a three-month period, the team built a knowledge base of 56 articles. The following figures show knowledge capture and reuse, alongside a reduction in the share of recurring incidents.
The average number of incidents handled per engineer per month increased from 24 to 73, demonstrating higher throughput across the 10-person operations team.
Incident resolution time decreased from five hours to four hours, a more modest improvement than the reduction in response time. Further work is needed to improve resolution efficiency.
Conclusion
Lianxin Century’s experience shows how integrated monitoring, service management, and knowledge sharing can help a small team manage IT operations at scale.
With a unified platform, its 10-person team can manage more than 50,000 network devices while responding faster, handling more incidents, and reducing customer complaints.
Built on CanWay IT Operations platform, the solution can expand as business needs evolve. If Lianxin Century’s customer base grows to 3,000 or its services extend beyond shopping malls, capabilities such as automated health checks, automated remediation, and asset lifecycle management can be added without rebuilding the underlying platform.
This modular approach lets the company introduce additional capabilities as needed while retaining its existing platform.
The ability to grow with the business was a key reason Lianxin Century chose CanWay. It also reflects CanWay’s approach to integrated IT operations: building a platform that supports new customers and use cases without requiring a separate set of tools for each one.
