大型杂货连锁店利用 TruView 解决方案确保客户忠诚度计划的实施
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- TruView Central Server
- Flow Collectors
技术栈
- Network Performance Metrics
- Session Transaction Tracing
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 网络与连接 - 网络管理和分析软件
适用行业
- 零售
适用功能
- 销售与市场营销
- 商业运营
服务
- 系统集成
- 数据科学服务
关于客户
这家北美大型食品和药品零售商是业内知名品牌，以合理的价格在线上和全国实体店提供种类繁多的产品。这家零售商经营近一个世纪，始终专注于为客户提供价值。作为一家不断创新的公司，他们一直在寻找新方法来丰富客户体验。这家零售商拥有近 20 万名员工，为美国三分之一以上的 1000 多家门店提供支持，他们使用多种不同的复杂多层应用程序来保持业务正常运转和客户满意度。
挑战
在利润率低的食品杂货业务中，每笔销售都至关重要，与客户的每一次互动对于组织的长期生存都至关重要。该业务的一个关键区别在于引入了新的客户忠诚度计划。为了率先将该计划推向市场，IT 面临着巨大的压力，需要克服威胁到推出该计划的应用程序运行缓慢问题。对于 IT 团队来说，使用数据包分析工具尝试逐一追踪运行缓慢问题就像大海捞针。通常，网络团队会因为一些与网络无关的问题而受到指责。除了危及领导团队的目标管理 (MBO) 计划（该计划依赖于按时成功部署新的客户忠诚度计划）之外，IT 还负责近 100 个其他应用程序，支持商店服务和配送中心。网络中断被视为对业务的潜在破坏，也是 IT 的一大噩梦。
解决方案
为了优化应用程序性能，零售商的 IT 团队向 NETSCOUT 求助。企业级 TruView Central 服务器由放置在两个主数据中心的流量收集器提供数据，使 IT 能够跟踪会话事务并揭示网络性能指标。TruView 提供了商店和数据中心之间应用程序流量的可见性。快速深入分析和会话跟踪使 IT 团队能够快速调查问题报告并为关键利益相关者生成准确的报告。现在，所有网络工程都使用这些工具来细分问题并收集证据以在升级中共享。NETSCOUT 的 TruView 解决方案使 IT 能够查明应用程序速度变慢的根源。通过在整个网络中端到端映射事务，TruView 可以发现延迟或数据包丢失问题的根源。IT 现在能够演示服务器何时达到零窗口大小，或者客户端从服务器接收了太多数据但没有足够的内存来处理这些数据。一旦报告问题，网络运营中心 (NOC) 就能够立即进行调查，并获得分类和升级到正确团队所需的所有信息。现在已配置了近 100 个应用程序，包括关键任务客户忠诚度和配送中心应用程序，IT 可以为所有应用程序实现服务保证，这对于保护业务至关重要。
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