Allied SolutionsImproving Application Performance and Customer Engagement
Allied Solutions was rolling out a major product improvement across its customer base and wanted to measure customer experience indicators from early application use. These indicators were then used to inform and prioritize ongoing product enhancement and, ultimately, to ensure that customers were happy. Along with Osprey Software Development, Allied Solutions set out to determine the best methodology for measuring and improving customer experience using objective data.
Allied Solution’s IT and Operations departments were presented with feedback that customers were unhappy with the performance of a new application. Unfortunately, the feedback was unmeasured, anecdotal in nature, and not consistent across the user population. For these reasons, it was a challenge for IT to address the reported issues. Osprey Software Development partnered with Allied Solutions to build a customer experience monitoring and measurement system. The new system leveraged Osprey’s Actionable IntelligenceTM technology, and would be used to objectively assess performance and inform product management.
Beyond the technical aspect of improving application performance, the question of how to measure customer experience became a focal point of the project. To accomplish this goal, the IT department, along with Osprey Software Development, would also need to define a methodology and set of practices to measure the user experience of end customers.
A few practices needed to be addressed in order to accomplish this goal:
- User experience monitoring was not part of the monitoring performed
- End customer feedback was filtered, anecdotal, and inconsistent
- User engagement was not measured
Beyond the technical elements of application optimization, one important question needed to be addressed: “how can we objectively monitor and report on customer engagement and experience?”
WEEKS TO DESIGN AND IMPLEMENT CUSTOMER EXPERIENCE DASHBOARD
WEEKS TO DEVELOP AUTOMATION AND ESTABLISH CUSTOMER EXPERIENCE DASHBOARDS
Osprey Software Development approached the challenge by asking an important question: “how can we objectively monitor and report on customer engagement and experience?”
Osprey took the following steps to establish the client’s monitoring and reporting system:
1. Define positive and negative customer experience; set metrics and indicators
2. Compile existing logs files, parse, and load to a database; update daily
3. Develop dashboards that both monitor daily performance, track monthly SLAs, and measure performance across releases
Once established as an objective measure of customer experience, the customer experience dashboard proved valuable for:
- product management, for prioritizing roadmap improvements
- inclusion in UAT and QA processes (along with automation) to ensure that new builds demonstrate performance improvements where expected and show no performance degradation
With the above improvements bringing the ability to measure customer engagement, Osprey Software Development and the client’s IT department could then focus on affecting positive practices and methodology. With their new capabilities, the client could shift behavior across the organization toward a more efficient and informed process driven by objective data.
The project was a success. The client’s IT department and Field Services team were aligned on the acceptance and use of their new data-based methods for measuring customer experience, and application performance.
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