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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!

Publié dans : Technologie
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Swarovski – Bringing Sparkle to Every Customer Experience

  1. 1. Confidential, Dynatrace, LLC SWAROVSKI SHOWCASE
  2. 2. BRINGING SPARKLE TO EVERY CUSTOMER EXPERIENCE RENE NEUBACHER, SENIOR IT BUSINESS CONSULTANT, SWAROVSKI
  3. 3. Founded 1895 26,000 employees EUR 2.6B annual revenue World’s premier jewellery & accessory brand Bringing sparkle to everyday lives
  4. 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. 5. | 60M Visitors | 6 LANGUAGES | CENTRALLY HOSTED | COMPLETELY CUSTOM |
  6. 6. DRIVING FACTORS FOR ME AND MY TEAM? SAME OR DIFFERENT?
  7. 7. [WITHOUT] COMPLETE VISIBILITY SERVERS MANPOWER DAILY LOG SCRAPING CUSTOMER REPORTS PROBLEM & A FEW DAYS LATER IT IS FIXED
  8. 8. 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?
  9. 9. MONITORING
  10. 10. 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
  11. 11. 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!” ?
  12. 12. END TO END USER EXPERIENCE VISIBILITY
  13. 13. Confidential, Dynatrace, LLC www.dynatrace.com WE CHOSE
  14. 14. WHY DYNATRACE END TO END VISIBILITY EVERY USER, EVERY TRANSACTION, EVERYWHERE SHARED DATA FOR BUSINESS & IT
  15. 15. OUR DASHBOARDS FOR BUSINESS AND OPERATIONS SEE IMPACT OF PERFORMANCE ON ORDERS
  16. 16. LOOKING AT OUR SWAROVSKI ONLINE SHOP Checkout Process:
  17. 17. …SWAROVSKI ONLINE SHOP Checkout process:
  18. 18. …SWAROVSKI ONLINE SHOP Checkout process:
  19. 19. PAYMENT INTERFACES
  20. 20. 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
  21. 21. MAKING THINGS CRYSTAL CLEAR WITH COMPLETE VISIBILITY
  22. 22. Confidential, Dynatrace, LLC www.dynatrace.com WE CHOSE DYNATRACE

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