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AppSphere 15 - HUT Group Leverages Analytics to Turbocharge Business Outcomes

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AppDynamics
AppDynamics

Hut Group is a leading online retailer in the UK. They were struggling with analyzing data from 60 sites across many tools to understand customer traffic, site performance, and sales. This made it difficult to quickly address issues and optimize the business. Using AppDynamics, Hut Group now gets real-time data on all key performance indicators and business transactions from a single platform. This allows them to proactively detect and resolve problems, as well as make data-driven decisions to improve customer experience and boost sales. The new insights have helped reduce costs, sped up response times, and enabled Hut Group to better merge IT and business goals.

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HUT Group leverages Analytics to turbocharge Business Outcomes Jose Ramon Bronet, Professional Services, AppDynamics Mike Anand, Director Product Marketing, AppDynamics
•  WHO WE ARE •  KEYS TO SUCCESS •  A JOURNEY TO SOLVING PROBLEM •  USE CASES •  CONCLUSION & NEXT STEPS 2 Agenda
3 THE UK’S LEADING MULTI-WEBSITE ONLINE RETAILER
BOARD MEETING – March 2015 •  Overview and Key Updates 4
Burning Questions to Answer
1)  Real-time customer traffic and site speed performance 2) Why are sales softer than expected today / last week / last month 3) What is broken? Is it Trading or is it Technology? 6
Why are these important?
1)  3 hours lag in data from other analytics tools require isn’t good enough AND human analysis is not an option 2)  Know real-time sales performance issues and tie to business impact and customer experience 3)  Know who, when, where, what and how about customers
Where we were?
The Data Problem •  60 Sites •  76 KPIs per site •  4560 Individual graphs in one tool alone •  +200 hourly MS BI reports •  Google Analytics contain 1000s of metrics too! And is 3 hours behind! 10
Many DATA sources 11
Multiple dashboards 12
Records Everywhere •  BLACK FRIDAY 13
AppSphere 15 - HUT Group Leverages Analytics to Turbocharge Business Outcomes
Where we were…before AppDynamics 15 Server Instability Pre-AppD insight Nov ‘13 Sept ‘14
16 Server Instability Pre-AppD Dec ‘13 Oct ‘14 AppDynamics Instrumented !
AppDynamics agents monitor every Business Transaction Automatically collected Automated Business Context and deliver end-to-end application performance visibility 100% Business Transactions
AppDynamics agents collect business data and enable business and operational visibility Platinum customer British Airways API Flight to London Total cost $1,800 Kevin Gold IOS AT&T Laura Lewis iPad T-Mobile Poor experience Flight to New York Code level issue Silver customer Total cost $712 Matt Jacobs IOS AT&T Good experience Gold customer Flight to Miami Total cost $650 Database issue Tracy Kraft iPhone 6 AT&T Poor experience Silver customer Code level issue Flight to Tokyo Total cost $1,100 Libby Halll iPad T-Mobile Poor experience Platinum customer Code level issue Flight to New York Total cost $850 Log
Story time
Real-time data for customer traffic and site speed performance on a per site basis
Real-time data for customer traffic and site speed performance on a per site basis
Real-time data for customer traffic and site speed performance on a per site basis
Reduced cost, Time to respond, and Proactive Notification “This was literally impossible before Analytics” – Neil Riddaway
Conclusion
25 AppDynamics Analytics Benefits •  Real-time interactive data vs. static dashboard •  Software making intelligent & informed decisions •  Proactive alerting to business impact scenarios •  Analytics driving pricing & promotional strategic decisions in real-time APPDYNAMICS DRIVING DIGITAL TRANSFORMATION
Next Steps
•  Dive deeper into conversions, drop offs, and identifying key customers driving sales •  Be proactive – reach out before they do •  Make customer journey central to everything we do •  IT influencing business outcomes to drive growth Copyright © 2015 AppDynamics. All rights reserved. 27
“The big thing here as well is we will see site performance issues before anyone else, massively increasing confidence from the business that IT essentially “Know what they’re doing”. In a service related role, that’s priceless”. Copyright © 2015 AppDynamics. All rights reserved. 28
“AppDynamics Application Analytics has enabled us to optimise customer experience and business outcomes of our software applications,” said Neil Riddaway, Site Reliability Manager at Hut Group. “We strive to merge IT and business goals in order to be speaking one language, and have one version of the truth. The AppDynamics platform provides real-time analysis and insights into our application, user experience and customer engagement resulting in improved segmentation and usage analysis improving business results. We can now make data driven decisions, in real time, using actual customer information rather than a mixture of art and science". Copyright © 2015 AppDynamics. All rights reserved. 29
Thank You

More Related Content

AppSphere 15 - HUT Group Leverages Analytics to Turbocharge Business Outcomes

  • 1. HUT Group leverages Analytics to turbocharge Business Outcomes Jose Ramon Bronet, Professional Services, AppDynamics Mike Anand, Director Product Marketing, AppDynamics
  • 2. •  WHO WE ARE •  KEYS TO SUCCESS •  A JOURNEY TO SOLVING PROBLEM •  USE CASES •  CONCLUSION & NEXT STEPS 2 Agenda
  • 3. 3 THE UK’S LEADING MULTI-WEBSITE ONLINE RETAILER
  • 4. BOARD MEETING – March 2015 •  Overview and Key Updates 4
  • 6. 1)  Real-time customer traffic and site speed performance 2) Why are sales softer than expected today / last week / last month 3) What is broken? Is it Trading or is it Technology? 6
  • 7. Why are these important?
  • 8. 1)  3 hours lag in data from other analytics tools require isn’t good enough AND human analysis is not an option 2)  Know real-time sales performance issues and tie to business impact and customer experience 3)  Know who, when, where, what and how about customers
  • 10. The Data Problem •  60 Sites •  76 KPIs per site •  4560 Individual graphs in one tool alone •  +200 hourly MS BI reports •  Google Analytics contain 1000s of metrics too! And is 3 hours behind! 10
  • 15. Where we were…before AppDynamics 15 Server Instability Pre-AppD insight Nov ‘13 Sept ‘14
  • 16. 16 Server Instability Pre-AppD Dec ‘13 Oct ‘14 AppDynamics Instrumented !
  • 17. AppDynamics agents monitor every Business Transaction Automatically collected Automated Business Context and deliver end-to-end application performance visibility 100% Business Transactions
  • 18. AppDynamics agents collect business data and enable business and operational visibility Platinum customer British Airways API Flight to London Total cost $1,800 Kevin Gold IOS AT&T Laura Lewis iPad T-Mobile Poor experience Flight to New York Code level issue Silver customer Total cost $712 Matt Jacobs IOS AT&T Good experience Gold customer Flight to Miami Total cost $650 Database issue Tracy Kraft iPhone 6 AT&T Poor experience Silver customer Code level issue Flight to Tokyo Total cost $1,100 Libby Halll iPad T-Mobile Poor experience Platinum customer Code level issue Flight to New York Total cost $850 Log
  • 20. Real-time data for customer traffic and site speed performance on a per site basis
  • 21. Real-time data for customer traffic and site speed performance on a per site basis
  • 22. Real-time data for customer traffic and site speed performance on a per site basis
  • 23. Reduced cost, Time to respond, and Proactive Notification “This was literally impossible before Analytics” – Neil Riddaway
  • 25. 25 AppDynamics Analytics Benefits •  Real-time interactive data vs. static dashboard •  Software making intelligent & informed decisions •  Proactive alerting to business impact scenarios •  Analytics driving pricing & promotional strategic decisions in real-time APPDYNAMICS DRIVING DIGITAL TRANSFORMATION
  • 27. •  Dive deeper into conversions, drop offs, and identifying key customers driving sales •  Be proactive – reach out before they do •  Make customer journey central to everything we do •  IT influencing business outcomes to drive growth Copyright © 2015 AppDynamics. All rights reserved. 27
  • 28. “The big thing here as well is we will see site performance issues before anyone else, massively increasing confidence from the business that IT essentially “Know what they’re doing”. In a service related role, that’s priceless”. Copyright © 2015 AppDynamics. All rights reserved. 28
  • 29. “AppDynamics Application Analytics has enabled us to optimise customer experience and business outcomes of our software applications,” said Neil Riddaway, Site Reliability Manager at Hut Group. “We strive to merge IT and business goals in order to be speaking one language, and have one version of the truth. The AppDynamics platform provides real-time analysis and insights into our application, user experience and customer engagement resulting in improved segmentation and usage analysis improving business results. We can now make data driven decisions, in real time, using actual customer information rather than a mixture of art and science". Copyright © 2015 AppDynamics. All rights reserved. 29