Delivering amazing customer experience starts by understanding and preventing the things that can make it less than great

Research shows that companies that earn $1 billion a year earn an additional $700 million over three years by investing in customer experience. It stands to reason then that keeping the business processes that underpin your digital services humming is critical, even after transformation, for example a move to SAP S/4HANA, is complete. Continually monitoring and optimizing performance will not only help you deliver consistent customer experiences, but also enable you to demonstrate the impact that change has had on your business.

But, how do you get the visibility and insights to accurately predict and prevent issues that could negatively impact customer experience? And how do you automate that process to make it even more efficient?

Through our experience working with global manufacturers, we’ve identified the three components needed:

  1. End-to-end observability across the entire business process stack, not just your SAP applications.
  2. The ability to identify root cause down to line of code and analyze the impact of incidents, along with effective incident management, will help you prevent issues proactively.
  3. Automated remediation, for example self-healing applications will make it easy to fix performance issues before anyone is aware of them. A healthy, real-time CMDB is the key.

Sounds simple right? Unfortunately, the reality for most manufacturers is a little more complicated. The big question here is, how do you achieve this for complex businesses processes, like order to cash that span not only multiple technologies, but also multiple regions and third parties, especially when IT and business teams are not always speaking the same language when it comes to performance?

Being able to deliver exceptional, uninterrupted services requires a more proactive approach to managing issues. One that simplifies end-to-end visibility, delivers actionable insights fast and in a common language, and reduces risk as you add new digital services to meet customer demands in the future.

Through our unique integration between Cisco AppDynamics and ServiceNow, which Atos are one of the first partners to take to market, you can create a self-healing application platform to reduce production outages by 70% on a continual basis, helping you minimize risk and deliver the experiences your business needs to compete and grow.

 

 

By Andy Fleck, Head of Application Performance Management at Atos.

Posted on June 11

 

Aiming for zero incidents – How to improve your customer experience (CX) and reduce production interruptions

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About Andy Fleck
Head of Application Performance Management, Atos
Andy Fleck has been working in the area of Application Performance Management for the past 20 years. Based in the UK Andy started his career with Mercury Interactive working for one of the original APM start-ups in the late 90s. With Mercury’s acquisition by HP joining Peregrine Systems (the originators of ServiceNow) Andy experience expanding into the wider IT Service Management market. Andy has for the past seven years been focused on expanding Atos Service Management solutions with key APM vendors delivery accelerated value to customers and internal Atos sponsors.

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