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RichRelevance Customer Story Video Transcript

Hi, I'm Kevin Duffey. 

I'm the vice president of IT operations at RichRelevance here in San Francisco. 

Networks in the operations of RichRelevance is core to our business. 

We work directly with our merchants, and we work with the shoppers that are out on the networks. 

We go beyond recommendations to bring people exactly what they want. 

Before ThousandEyes, we were pretty much doing everything manually. 

You would see traceroutes. 

You would see the guys calling the carriers or calling our data centers going, "What's wrong? What's happening?" 

ThousandEyes has given me the ability to have network intelligence of what exactly was happening with my customers. 

And as soon as I started digging into the product, I found something that was a solution for us, and it became very apparent to me to jump onto it as fast as I could.

The people at ThousandEyes have been fantastic. 

They've really delved into my company. 

They become partners. They're not just a vendor. 

They take time to learn what our systems are, what our business is, and give us best practices on how to use their product. 

The best thing that ThousandEyes has done for RichRelevance is to bring us the trust of our merchants and the trust that we have with our customers, where before there was a lot of finger-pointing saying, "Hey, you're not working," or "No, I'm fine, it's you." 

And we’re able to take the product itself and display exactly what was happening. 

And it became very transparent to both sides, and just no more finger-pointing. 

It was just driving towards a solution. 

We were able to really drill down and see deep inside of our own traffic and into the traffic of our vendors and our customers.

The ability to be able to solve problems in minutes versus hours or days has been fantastic. 

Where, before, we just knew that something was wrong somewhere between me and the far side, I'm able to see exactly where it is, and also be able to see the waterfall of the page or the product that I'm trying to load, to see where is it slow.

Where's it happening? What's happening? Is it something I'm doing? 

Is it something that the vendor or the merchant has done themselves?

We're seeing that we can do things like measure jitter on the line for our voice calls, or we can verify that our DNS is resolving correctly worldwide. 

And that's been very powerful for us. 

Being in network operations for 30 years, we're always seen as the “black box.”

Nobody knows what's going on inside our black box. 

They just see data going in, data coming out and what's happening in between. 

Networks are black boxes. 

And knowing that my guys and my customers can see inside that black box makes my end of day much better. 

I can go home at five o'clock and I don't worry about what's going on in my network. 

I know that they have the solution that they need to be able to solve their problems right away. 

The comfort that you get from that, and the stress that is relieved knowing that your stuff is being managed is fantastic.