Leading omnichannel personalization platform used ThousandEyes software to manage its network during the holiday shopping season rush
The Thanksgiving holiday period puts increased pressure on data centers and networks as shoppers flock to the Web for Black Friday and Cyber Monday deals. Any kind of online outage or connectivity issue preventing customers from visiting retailer websites or receiving online marketing offers can cost millions of dollars in lost revenue and damage a company's reputation.
With the help of ThousandEyes, the network intelligence company that delivers visibility into every network, RichRelevance was able to monitor network issues, staying ahead of any performance degradation across its 12 global data centers during the crucial holiday shopping period. As a result, RichRelevance successfully navigated the holiday rush to facilitate 2.4 billion page views, 3.5 billion recommendation placement views and successfully served more than 19.5 billion recommendations to shoppers with global network visibility.
Further, ThousandEyes helped the RichRelevance information technology (IT) operations team spot a trending regional network performance issue five time zones away and fix the issue before it affected their retail customers. With increased network visibility, RichRelevance can now rapidly identify and remedy network degradation to deliver enhanced customer experience and reduced downtime and time to resolution, even during peak traffic days.
"In the battle for customer loyalty, every second counts. ThousandEyes allows us to quickly pinpoint issues and share live, actionable insights with merchants directly to keep business running smoothly. For example, we can provide a service level agreement (SLA) for the datacenter, but can't SLA the Internet, so we're constantly operating at the mercy of public networks," said Kevin Duffey, Vice President of IT Operations at RichRelevance. "Before ThousandEyes, the networks outside of our own were literally a black box; we couldn't trust existing tools and were unable to analyze what we couldn't see. ThousandEyes provides deep visibility into all the global networks we touch and into our application delivery."
ThousandEyes gives RichRelevance the ability to see beyond the corporate firewall and into the public Internet (on which it relies) to ensure its 230 global customers, including Costco, John Lewis, Marks & Spencer, Monotaro, Office Depot and Sears, are able to deliver relevant and personalized customer experiences across Web, mobile and brick-and-mortar stores.
"The Internet wasn't built to handle the traffic and data loads that exist today — failures are inevitable and reliability needs to be planned for," said Mohit Lad, ThousandEyes CEO and Co-founder. "Finding and resolving the problem, no matter where it resides, has become a mission-critical requirement for modern businesses. With broader network intelligence, RichRelevance can now identify problems and better collaborate with merchants, building trust and resolving issues before they become detrimental to their business — and their customers' reputation and revenue."
ThousandEyes is seeing accelerated adoption of network intelligence as organizations expand their use of cloud services and infrastructure, with the Internet essentially becoming the corporate backbone. Companies such as Electronic Arts, iHeartMedia, NetSuite, Slack, Twitter, Verisign and Zendesk rely on ThousandEyes to gain an accurate, up-to-the-moment understanding of what's happening in the network, both inside and outside their organization to quickly and precisely pinpoint the root cause of problems — and then share insights with their vendors and customers.
For more information on how leading organizations are using ThousandEyes go to www.thousandeyes.com/customers.
ThousandEyes, the Internet and Cloud Intelligence company, delivers the only collectively powered view of the Internet enabling enterprises and service providers to work together to improve the quality of every digital experience. The ThousandEyes platform leverages data collected from an unmatched fleet of vantage points throughout the global Internet, from within data centers and VPCs and on end user devices to expose key dependencies that impact digital service delivery, empowering businesses to see, understand and improve how their customers and employees experience any digital website, application or service. ThousandEyes is central to the global operations of the world's largest and fastest growing brands, including 160+ of the Global 2000, 85+ of the Fortune 500, 6 of the 7 top US banks, and 20 of the 25 top SaaS companies. For more information, visit www.ThousandEyes.com or follow us on Twitter at @ThousandEyes.
RichRelevance is the global leader in omnichannel personalization and is used by more than 230 multinational companies to deliver the most relevant and innovative customer experiences across web, mobile and in store. RichRelevance drives more than one billion decisions every day, and has generated over $20 billion in sales for its clients, which include Office Depot, Costco, Darty, and Marks & Spencer.