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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
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Agenda
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THE UK’S LEADING MULTI-WEBSITE ONLINE RETAILER
BOARD MEETING – March 2015 • Overview and Key Updates
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Burning Questions to Answer
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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?
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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!
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Many DATA sources
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Multiple dashboards
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Records Everywhere
• BLACK FRIDAY
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Where we were…before AppDynamics
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Server Instability Pre-AppD insight Nov ‘13 Sept ‘14
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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
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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”.
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“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".
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Thank You