SteelCentral Aternity End User Experience Monitoring

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1 SteelCentral Aternity End User Experience Monitoring Customer Case Studies Presenter Name Title Here, Company

2 Retail Virtualization Case Study $28B operator of mid to upscale department stores Customer care agents in three global call centers experienced slow response for business activities executed on the Point of Sale application, running on virtualized infrastructure IT Ops unable to isolate the source of slow response Line of Business insisted on problem resolution prior to upcoming holiday shopping season, in which a 10x increase in transaction volume was expected Solution Illuminating All 4 VDI Blind Spots Identified the data mart as the source of slow response Improved response time by 38% for the "Place Order" business activity Improved response time by 38% for the Place Order business activity increasing revenue, customer satisfaction, and call center productivity 2016 Riverbed Technology. All rights reserved. 2

3 Retail Point of Sale (POS) Case Study A $70B global retailer Ensure flawless POS operation during Black Friday busiest shopping period of the year Identify POS device, application, and workforce training issues that could lead to excessive checkout lines and poor customer satisfaction Solution Real Time Performance Analytics Identified 10x expected volume of Item Not Found issues in Retalix POS App Identified 10% of POS machines had 5x number of unexpected shutdowns 10x expected volume of missing SKUs illuminated problems in supply chain management & inventory processes. Identified POS registers with 5x unexpected shutdowns, impacting customer wait time, and productivity of POS check-out staff 2016 Riverbed Technology. All rights reserved. 3

4 ecommerce Desktop Services Case Study A $16B multi-national consumer-to-consumer company Reduced boot and login times by 73%, improved call center app performance by 34% - raising revenue and productivity Workforce productivity being negatively impacted by excessive boot and login times, and application crashes on call center application Solution Correlate EUE to Device & App Metrics Reduced boot and login times by 73% by identifying and removing non-essential software Improved call center application performance by 34% after upgrading Citrix servers OS from Windows 2003 to Windows Riverbed Technology. All rights reserved. 4

5 Healthcare - Virtualization Case Study Regional not for profit US healthcare system Isolate and resolve problems impacting medical staff ability to access & maintain connectivity to Citrix-hosted APTA rehab app Blame game between the APTA app vendor and healthcare system network team due to lack of visibility into the virtual infrastructure Solution Complete VDI Visibility Recovered 400 hours/month of lost medical staff productivity by isolating the problem to an application memory leak 95% reduction in MTTR for similar problems Recovered 400 hours/month of lost medical staff productivity by isolating and resolving a memory leak in the APTA rehab app. Reduced MTTR by 95% for similar problems 2016 Riverbed Technology. All rights reserved. 5

6 Healthcare - Virtualization Case Study An 11 hospital US regional healthcare system Improve medical staff productivity while using Cerner Millennium app running on a Citrix virtual infrastructure IT staff unable to isolate the cause of slow response for critical patient care activities Solution Illuminating All 4 VDI Blind Spots Identified the Citrix servers as the source of slow response 95% reduction in time for patient care business activities. Patient Search and Open Chart activities sped up from seconds to under 1 second Sped up time for Cerner Millennium workflows by 95%, enabling medical staff to spend more time with patients and deliver more personalized care 2016 Riverbed Technology. All rights reserved. 6

7 Healthcare - Cloud Case Study A not for profit US regional healthcare provider Ensuring excellent end user experience for medical staff using cloud-hosted Allscripts app is a necessary component to providing fast and reliable patient care IT staff in healthcare organization had no visibility into hosting provider s IT infrastructure to monitor the application 80% reduction in time for medical staff to execute Allscripts business activities, improving satisfaction and freeing up staff to care for patients Unique Solution Business Activity Analytics 80% reduction in time for patient care business activities 2016 Riverbed Technology. All rights reserved. 7

8 Manufacturing Outsourcing Case Study An $18B North American multinational aerospace company outsourcing their IT infrastructure to a global SI The outsourcer s monthly SLA reports, focused on infrastructure availability and incident response time, failed to address issues of slow application response impacting the workforce Negative impact on production due to excessive delay in business critical processes Solution SLA Reporting Based on Business Processes Improved SLA compliance by 95% by proactively identifying deviations from baseline performance for critical business activities Improved their outsourcer s SLA compliance by 95% through proactive monitoring of critical business applications, increasing workforce productivity and reducing downtime 2016 Riverbed Technology. All rights reserved. 8

9 Manufacturing Virtualization Case Study 18B global defense company Engineers and designers experienced slow response for business activities executed on CAD/CAM application running on virtualized infrastructure IT Ops unable to isolate the source of slow response Slow response impacting production timeline and placing on-time project delivery at risk Solution Illuminating All 4 VDI Blind Spots Identified end user devices contributed 90% of the overall application response time Improved response time by adding additional desktop resources Identified end user devices as the source of 90% of overall response time, enabling IT to speed up CAD/CAM activities by adding more desktop resources 2016 Riverbed Technology. All rights reserved. 9

10 Manufacturing App/Data Center Upgrade Case Study A $99B US multi-national technology and consulting company Excessive time and labor cost required for manual stop watch testing to prove successful Siebel migration from Tokyo data center to Sydney data center after 2011 earthquake Confirmation of SLA compliance a pre-requisite for decommissioning the Tokyo data center Verified no degradation in Siebel performance while eliminating 98% of manual stop watch testing to speed up data center decommissioning Solution EUEM for Any App, Any Device Verified no degradation in performance after data center migration Eliminated 98% of manual stop watch testing 2016 Riverbed Technology. All rights reserved. 10

11 Consumer Products Service Desk Case Study The Level 1 Support Team of a 53B global consumer products company Excessive trouble ticket volume at Service Desk Level 1 and Level 2 support teams Improve end user satisfaction by solving customer issues faster or eliminating them entirely Eliminated 17% of Service Desk trouble tickets (1000 per month) by proactively identifying & resolving potential device problems, thereby also raising internal customer satisfaction scores Solution Proactive, Non-invasive Identification of User Issues Proactive notification when performance exceeds normal baseline performance Non-invasive real-time and historical monitoring of every end user activity on every monitored application 2016 Riverbed Technology. All rights reserved. 11

Communications Mobility Case Study $100B global communication service provider Migrating retail store POS app from desktops to tablets to

and app metrics to ensure no productivity impact due to poor performance Excellent app performance a pre-requisite for wider roll-out

network & device metrics on POS app performance to optimize device settings across retail stores Verified excellent user experience for POS

12 Communications Mobility Case Study $100B global communication service provider Migrating retail store POS app from desktops to tablets to personalize service, reduce wait-time, and improve customer satisfaction Optimize Wi-fi coverage throughout stores Monitor critical device and app metrics to ensure no productivity impact due to poor performance Excellent app performance a pre-requisite for wider roll-out Solution Mobile APM for Developers, IT Ops, and LOB Verified excellent end user experience for retail store staff Monitored the impact of network & device metrics on POS app performance to optimize device settings across retail stores Verified excellent user experience for POS app in trial retail stores and optimized device settings for wider roll-out of tablets across retail stores 2016 Riverbed Technology. All rights reserved. 12

13 IT Services App/Data Center Upgrade Case Study A $99B US multi-national technology and consulting company Excessive time and labor cost required for manual stop watch testing to prove successful Siebel migration from Tokyo data center to Sydney data center after 2011 earthquake Confirmation of SLA compliance a pre-requisite for decommissioning the Tokyo data center Verified no degradation in Siebel performance while eliminating 98% of manual stop watch testing to speed up data center decommissioning Solution EUEM for Any App, Any Device Verified no degradation in performance after data center migration Eliminated 98% of manual stop watch testing 2016 Riverbed Technology. All rights reserved. 13

14 IT Services Outsourced Service Desk Case Study A $3B global IT services company providing outsourced Level 1 Support to a global consumer products company Excessive trouble ticket volume at Service Desk Level 1 and Level 2 support teams Improve end user satisfaction by solving customer issues faster or eliminating them entirely Eliminated 17% of Service Desk trouble tickets (1000 per month) by proactively identifying & resolving potential device problems, thereby also raising internal customer satisfaction scores Solution Proactive, Non-invasive Identification of User Issues Proactive notification when performance exceeds normal baseline performance Non-invasive real-time and historical monitoring of every end user activity on every monitored application 2016 Riverbed Technology. All rights reserved. 14

Communications Outsourcing Case Study A 43B British multi-national communications service provider whose data center and applications are run by 2 separate global outsourcers Slow response time and

staffing Solution Monitor Application Performance from the End User s Device 80% reduction in time required to assign new numbers to customers' SIM cards, from 20 sec to 4 seconds Reduced app errors

15 Communications Outsourcing Case Study A 43B British multi-national communications service provider whose data center and applications are run by 2 separate global outsourcers Slow response time and app errors for Siebel CRM and Oracle apps used in retail contact centers Excessive time for routine customer inquiries led to poor customer satisfaction, excessive call queue lengths, and additional staffing Solution Monitor Application Performance from the End User s Device 80% reduction in time required to assign new numbers to customers' SIM cards, from 20 sec to 4 seconds Reduced app errors by 75% for pop-up errors not detected by application outsourcer Reduced time to assign new numbers to customers by 80%, increasing revenue, customer satisfaction, and contact center productivity 2016 Riverbed Technology. All rights reserved. 15

Financial Services Mobility Case Study Retail banking division of an $85B global financial services company Deploying mobile teller apps on tablets to personalize service, improve customer

page load times on branch tablet devices Solution Mobile APM for Developers, IT Ops, and LOB Reduced service impacting HTTP errors by 86% by identifying and fixing an incorrect proxy configuration

16 Financial Services Mobility Case Study Retail banking division of an $85B global financial services company Deploying mobile teller apps on tablets to personalize service, improve customer satisfaction, and reduce customer wait-time in full-service branches Excessive errors in mobile teller app leading to negative impact on customer satisfaction and workforce productivity Optimize app page load times on branch tablet devices Solution Mobile APM for Developers, IT Ops, and LOB Reduced service impacting HTTP errors by 86% by identifying and fixing an incorrect proxy configuration impacting the routing Reduced service impacting HTTP errors by 86% - improving customer satisfaction, retail branch staff productivity, and workforce confidence in using mobile 2016 Riverbed Technology. All rights reserved. 16

17 Financial Services Virtualization Case Study Contact center team within a global financial services company Improve customer service and contact center staff productivity while using an internally developed POS teller app running on a Citrix virtual infrastructure Wider roll-out of virtualization delayed due to inability to resolve slow app performance Solution Illuminating All 4 VDI Blind Spots Identified the Citrix servers as the source of slow response 40% reduction in time for customer service business activities, in line with performance of POS app running locally on physical devices Sped up time for customer service workflows by 40%, providing the evidence needed to justify wider deployment of VDI delivered POS app 2016 Riverbed Technology. All rights reserved. 17

18 Financial Services Proactive Problem Resolution Consumer banking division of a $75B global financial services company Excessive errors in core banking application leading to increased time to process new customer accounts Increased customer processing time led to growing call queue lengths and requirements for additional staffing of global retail contact centers Solution Real Time Performance Analytics Reduced service impacting app errors by 50% Reduced service impacting app errors by 50% - improving deposits, customer satisfaction, and productivity of contact centers and retail branches 2016 Riverbed Technology. All rights reserved. 18

19 Financial Services Service Desk/L1 Support Case Study The Level 1 Support Team of a $75B global financial services company Solve as many user complaint issues at Level 1 before escalating to more expensive Level 2 resources Conduct exhaustive problem investigation to ensure escalating to the correct Level 2 team Improve end user satisfaction by solving customer issues faster Solution Correlation of User Behavior, App Performance, & Device Health Level 1 Support validates user complaints & isolates problem to device or application to escalate to the proper Level 2 team Aternity is embedded into the Level 1 Support process so that no ticket can be escalated to Level 2 without an Aternity analysis of End User Experience to validate the complaint and identify the potential cause 2016 Riverbed Technology. All rights reserved. 19

Financial Services Change Management Case Study The Application Development Team of a $75B global financial services company Validate the impact of application upgrades before enterprise-wide

20 Financial Services Change Management Case Study The Application Development Team of a $75B global financial services company Validate the impact of application upgrades before enterprise-wide deployment Justify investment for future application upgrades by quantifying the impact on workforce productivity Solution EUEM Comparison Before & After a Change Application Development Team validates the impact of changes on a test set of end users before enterprise-wide deployment Aternity is incorporated into the application development lifecycle so that changes are evaluated on a test set of users after QA to verify that business activity performance is as good or better than prior to the change 2016 Riverbed Technology. All rights reserved. 20

21 Financial Services Change Management Case Study The Quality and Productivity Team of a $85B global financial services company with a corporate wide Six Sigma Program Identify IT projects that drive continuous improvement of workforce productivity and customer service Solution Business Activity Analytics Six Sigma team monitors business activity performance relative to customer driven SLA targets to drive enterprise-wide productivity improvement of 20% over three years The Six Sigma Team has used Aternity to identify IT projects that have delivered an enterprise-wide 20% increase in workforce productivity over 3 years in support of the company s corporate continuous improvement program 2016 Riverbed Technology. All rights reserved. 21

22 Pharma Project Management Case Study Program Management Team of a $25 global pharmaceutical company Assess the impact of IT projects on the performance of end users and their ability to do their jobs Communicate the value of IT projects to Line of Business executives in business terms Solution Business Activity Analytics Monitor the volume and response time of business activities users interactions with applications in the context of a workflow Leveraged by the Program Management Team to assess the impact of IT projects and communicate their value in business terms to the Line of Business executive stakeholders 2016 Riverbed Technology. All rights reserved. 22

7 Mobile APM Keys for Driving Workforce Productivity. What It Takes to Deliver Excellent Enterprise Mobile User Experience

7 Mobile APM Keys for Driving Workforce Productivity What It Takes to Deliver Excellent Enterprise Mobile User Experience Aternity Mobile APM A new approach to measure, manage, and improve mobile workforce