Swarovski – Bringing Sparkle to Every Customer Experience
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Swarovski are globally recognised for their crystals, jewellery & accessory products. But at the heart of their success is innovation. With online now the key driver for business, do you understand the impact of any issues your customers experience? Are you delivering a consistent experience across all devices? Join this live webinar with René Neubacher, Senior IT Consultant for Swarovski in Austria as he shares insights into the importance of IT in today’s business environment and the evolution he’s seen firsthand during his 16 years with the world's leading crystal retailer. Despite having online stores operating across 28 countries, René is proof that you don’t need a massive amount of man power to deliver a fast and fantastic experience for customers. From his beginnings as a DBA in the Swarovski datacentre, launching the online store in 2000 and now running operations and performance management, we know René’s experience will appeal to business technologists across all industries! Don’t miss this exclusive opportunity to hear from one of the world’s best!
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Swarovski – Bringing Sparkle to Every Customer Experience
- 1. Confidential, Dynatrace, LLC SWAROVSKI SHOWCASE
- 2. BRINGING SPARKLE TO EVERY CUSTOMER EXPERIENCE RENE NEUBACHER, SENIOR IT BUSINESS CONSULTANT, SWAROVSKI
- 3. Founded 1895 26,000 employees EUR 2.6B annual revenue World’s premier jewellery & accessory brand Bringing sparkle to everyday lives
- 4. RENE NEUBACHER SENIOR IT BUSINESS CONSULTANT, SWAROVSKI. Started 1999 at the datacentre (DBA, Server admin for SAP and non SAP systems) Responsible for the “new” systems like Intra- and Internet presence Strongly focused on end user experience and the process as whole Since 2007 B2C department -> Operations Management Trainer Licenses in fitness (worked 8 years as personal trainer), tennis, ice hockey and soccer
- 5. | 60M Visitors | 6 LANGUAGES | CENTRALLY HOSTED | COMPLETELY CUSTOM |
- 6. DRIVING FACTORS FOR ME AND MY TEAM? SAME OR DIFFERENT?
- 8. [WITHOUT] COMPLETE VISIBILITY SERVERS MANPOWER DAILY LOG SCRAPING CUSTOMER REPORTS PROBLEM & A FEW DAYS LATER IT IS FIXED
- 9. TRADITIONAL MONITORING Not available or slow Available and meets expectations Web Server Systems SAP Database Network Application End-User Service 99% 99.9% 99% 99.9% 99.99% 99.9% ? SLA Compliance ? Who cares about the real User Experience… and monitors the whole Service?
- 10. MONITORING
- 11. WE NEED TO SEE IT ALL FROM THE VIEW OF OUR CUSTOMER DEVOPS: COLLABORATION FOR INCREASED SPEED & IMPROVED QUALITY PROACTIVE , DON‘T REACT DISCOVER THE ENTIRE INFRASTRUCTURE MAINTAIN DYNAMIC SERVICE MODEL ACROSS A CONSTANTLY CHANGING INFRASTRUCTURE
- 12. NEEDING FAST ANSWERS TO QUESTIONS LIKE THESE.. • How often is the Service Desk called before IT knows that there is a problem? • How much time is spent in searching for the error vs. time spent in building new features? • How much revenue, image, productivity was lost while IT specialists were searching for the problem? • Do we have a process to find the root cause when a User has a “problem”? • How do we visualize our Service from the customers point of view? • What do we do when someone says: “It’s slow!” ?
- 13. END TO END USER EXPERIENCE VISIBILITY
- 15. WHY DYNATRACE END TO END VISIBILITY EVERY USER, EVERY TRANSACTION, EVERYWHERE SHARED DATA FOR BUSINESS & IT
- 16. OUR DASHBOARDS FOR BUSINESS AND OPERATIONS SEE IMPACT OF PERFORMANCE ON ORDERS
- 18. LOOKING AT OUR SWAROVSKI ONLINE SHOP Checkout Process:
- 19. …SWAROVSKI ONLINE SHOP Checkout process:
- 20. …SWAROVSKI ONLINE SHOP Checkout process:
- 22. Key Benefits END TO END CUSTOMER VISIBILITY Provide insight into user behavior, allowing quicker reaction to customer issues APPLICATION PERFORMANCE • Pinpoint the root cause • Improved MTTR REAL TIME BUSINESS INSIGHTS Real time visibility into business impact of issues so team can easily prioritise
- 23. MAKING THINGS CRYSTAL CLEAR WITH COMPLETE VISIBILITY
- 24. Confidential, Dynatrace, LLC www.dynatrace.com WE CHOSE DYNATRACE
Hinweis der Redaktion
- Who are we slide (Based on Swarovski Crystal).
- Maybe insert some photos of things about you – i.e. for Gopal from Nordstrom there were pictures of his farm, woodworking and his family
- What we do slide. Rene, are the stats at the top current? Taken from your previous presentation…
- Rene, I loved your quote about there being no difference between a bakery or a tech company or Swarovski… if you have customers and you are online, you need Good process, you need to be quick and smart to be able to innovate fast, grow quickly and to do all of this – you need full visibility. I thought you might like to mention this here to set the scene with the audience about what drives your thought process.
- Perhaps a slide here on not needing to be a big company to start? Could talk here about being a one man band in 2010. People tend to think this is only possible for big teams You don’t have to have a really big team but you need to have the process and the ability to talk to the developer. You need good communication and flow of information but you don’t need a big team. Until 2012 I was alone in operations. Now we are a team of 4 in operations, 8 internal develops, 1 QA and 2 technical project managers.
- Thought you could describe what it was like for you without visibility to set the scene for how critical it is to have full visibility. There are factors that make it difficult in out business and we just need the visibility. Geographies – measuring end user experience when you’re selling all over the world. Online means you’re on all the time. Issues with mobile devices, desktop devices, different browsers and so on to see what’s going on at the customer side – what are the issues. Also to see what are the internal issues, where do we lose time where are the errors, do we lose time on our servers do we lose time on the network to the customer or are we losing time on desktop or mobile? Seeing the entire journey, seeing the errors is a big thing for us. Seeing how our features & process perform was also a big thing. How many orders in which country etc – in the early days we had to grab all this different information from logs or wait for the numbers from the interfaces to the various systems – to SAP, to security, to payment providers, credit cards. In the early days we were looking at all of those interfaces and the logs. And we don’t have any user experience.
- That’s one of the most important things to make clear what User experience means.. I’ll explain it.
- Do we need this slide? Hard to make out the image, perhaps we can delete this one? The image itself is not that important. The thing here is to explain that it is important to have the whole way of the User (dynatrace pure path and drill down functionality)
- What we do slide. Rene, are the stats at the top current? Taken from your previous presentation…
- That’s really one of the most powerful and most important things that you have the possibility on one hand to have very technical info for IT and you also have the possibility to bring in the business view so that everyone can understand and it doesn’t matter which view you’re in you can switch to the other view the other data facts you need – that’s really powerful.
- Here not the detail is important.. Just to show the sup up possibility
- do salesorder: 10,2sec rfc: 5,1 sec
- Enabled team to be Proactive End to end real time visibility into performance of each application tiers and User experience Enabled team to identify root cause of an issue in couple of clicks Real time visibility into business impact of an issue once identified Deep Dive code level visibility offered team to find the key contributors to the performance Team managed to prioritise list of fixes based on its business impact. The implementation of Dynatrace Application Monitoring has enabled Yarra Valley Water to become much more proactive, instead of reactive to application issues. Being able to quickly identify critical performance problems and pinpoint the source - whether it’s in the network or in the application - has removed the guesswork and greatly reduced the time and effort required to gather information from various teams. It has also improved communication and brought a new level of transparency to discussions. “People’s perception of delays is often longer than the reality so it’s been really useful to have the actual data. It doesn’t change the fact that they have experienced a delay but it is really helpful to be able to highlight the actual time.”
- This is really where the Why Dynatrace part comes in… Going back to how things were is not possible for us anymore. Not without a tool like that anymore. We’re talking about more than 20 servers just for the production system now and you can imagine what this means to our log files – and we are talking about 4 test systems, we are doing a lot of things now with cloud – one time systems. So to be honest no not without a product like that it’s not possible any more. Not without changing manpower to an amazing number. The important thing is having a really quick view on the problem. WE have a lot of problems, everyone has a lot of problems but it’s important to have a very quick view on how deep is the problem for the business – does it affect all customers or is a problem with the ordering process?