Automated resolutions for happier customers

Digital transformation pays off. Digital technology creates better experiences for customers, streamlines bottlenecks in business processes, and puts more data in the hands of employees for better decision making. New opportunities arise when there are new to-connect-with partners and customers. The value is clear: Digital leaders have higher corporate performance than digital laggards, with much better gross margins, earnings, and net incomes than the latter, according to a 2017 Harvard Business Review study.

But running a technology-fueled business isn’t easy. Customers, employees, and partners depend on increasingly complex applications and digital services that may span multiple locations, data centers, and multiple clouds. Ensuring their smooth operations is critical to delivering on the full value of digital transformation. And that requires addressing and resolving application and IT service issues before service slowdowns or outages impact customer satisfaction or corporate operations. 

Rising user expectations

When using an online service, customer impatience can be measured in fractions of a second. When they have a poor online experience — a webpage is slow to load, the mobile app crashes, or even a single image is broken — they fault the company immediately. To customers, there’s no good reason for a bad digital experience. And they promptly exit the mobile app or click to a competitor.  

It’s well known that satisfied customers spend more, are more likely to try new products, and are more loyal. It can cost anywhere from five to 25 times more to attract new customers than to keep an existing one, according to the Harvard Business Review. Higher customer retention rates means increased corporate profitability.

Employees can be similarly unforgiving when it comes to business application performance. Their expectations in the digital world are liquid, having been honed by consumer tech brands. They expect to be able to work from anywhere and at any time. And their productivity depends on the always-on availability of a broad range of business applications, both on premises and in the cloud.

Gain insight into the user experience

To thrive in a digital world, businesses need a clear understanding of their customers’ and employees’ experience using their applications and digital services. They must manage their applications holistically, understanding the strategic value of each application, and the impact on the business if the application performs poorly, or not at all. And then they must monitor application performance in real time.

Many organizations have turned to AppDynamics to gain a clear view of the performance of strategic applications. AppDynamics enables IT to see each step of a customer’s journey across the IT infrastructure, and have up-to-the-minute views of the health of their digital services and applications.

AppDynamics traces every transaction in real time, and automatically creates visual flow maps of business transactions. IT gains detailed visibility into the performance of a business transaction, from the user’s device, through the application and underlying infrastructure elements, and back. AppDynamics applies advanced analytics, root cause analysis of problems, and anomaly detection of transactions in real time. This intelligence can be turned into action.

Automate remediation for a better experience

Customers and employees simply won’t wait hours — or even minutes — for service to be restored. Users become dissatisfied in mere seconds, and the IT team can’t afford to spend hours addressing the incident at hand, and then many more hours or days in the war room hunting for the root cause to ensure the outage doesn’t happen again.

That’s why leading organizations are automating the detection, correlation, and remediation of common application performance incidents. IT teams can use AppDynamics to automate fixes according to established runbook procedures. Maybe there is an application that is perfectly tuned, but periodically gets a rush of activity that slows performance. With AppDynamics, the connection pool size can be automatically adjusted according to policy, and with the resources available, the performance of the application is never impacted. Or when a Java Virtual Machine crash or code problem leaves a microservice hanging, a remediation script can immediately notify the operator, run diagnostics, and then restart the JVM, according to the established policy. Crisis averted.

Automating detection, correlation, and remediation enables IT organizations to detect issues with critical applications or services, and then proactively fix them, before users are impacted. That delivers great uptime, which keeps customers happy and employees productive.

But the IT team also benefits greatly from automation. IT staff are taking action on fewer alerts, and that lightens their workload. Proactively fixing issues means fewer critical incidents and show-stopping problems, so that means fewer fire drills, and the IT team can stay focused on strategic work.

As a global consulting partner focused on digital evolution, Trianz offers deep expertise implementing application performance management solutions, such as AppDynamics, and helping organizations mature their use of IT automation, to ensure the smooth operation of applications and services that will delight customers and employees alike.

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