Broadcom Case Studies Retail Case Study: Apteligent

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	Retail Case Study: Apteligent Broadcom

Retail Case Study: Apteligent

Broadcom

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Retail
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Retail Store Automation
Services	Software Design & Engineering Services
Challenge	The retailer offers a variety of mobile apps for both customers and employees. Customers use these mobile apps to access news, make purchases, and become ambassadors of the brand. Employees use mobile apps to access inventory and shipment information, and implement point-of-sale transactions. In short, mobile apps are helping the retailer streamline operations, improve profitability, and provide better customer service. In order to deliver on a diverse set of applications with a relatively small in-house mobile group, the retailer adopted modern software development techniques such as Agile, Continuous Integration, and Continuous Delivery. However, the team still faced fundamental operational issues, such as understanding overall app stability, viewing network diagnostics, and conducting root cause analysis of crashes. In earlier versions of the mobile app, customers commonly ran into stability issues. These problems led to bad reviews, which naturally suppressed the number of app downloads. Making a great first impression is particularly important in retail as transactions are intimately tied with mobile app usage. If a shopper opens an app for the first time and experiences an error, it is highly likely that he will never use it again. On the internal, employee-facing side, flaws with pilot projects took up to two weeks to identify and correct. Furthermore, the retailer was often left in the dark, relying on anecdotal evidence from store associates. Since field personnel are not trained software testers, they were unable to provide sufficient information to assist the IT team in identifying the sources of these problems. Read More
About Customer	The customer is a leading specialty retail company that operates multiple brands. The company has annual revenues close to $3B and relies heavily on mobile apps to reach more customers, build brand equity, and generate revenue. The company offers a variety of mobile apps for both customers and employees. Customers use these mobile apps to access news, make purchases, and become ambassadors of the brand. Employees use mobile apps to access inventory and shipment information, and implement point-of-sale transactions. In short, mobile apps are helping the retailer streamline operations, improve profitability, and provide better customer service. Read More
Solution	The retailer sought a solution to bolster stability and performance. Their core requirements included a view into both live data as well as historical trends for app crashes and performance. They also wanted technology that would provide a single, company-wide platform that is capable of working with all of their brands. The retailer’s team uses Apteligent’s capabilities to help optimize performance across their entire app portfolio and thereby deliver a great experience for the end user. Apteligent was selected by the company to help deliver and ensure high-performing mobile apps. After carefully analyzing the marketplace, the retailer selected Apteligent because of its extensive track record of success, along with features such as Crash statistics, Non-fatal crash logging, Network API monitoring, Crash breadcrumbs, and Symbolicated stack traces. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Retail Store Automation

Services

Software Design & Engineering Services

Challenge

The retailer offers a variety of mobile apps for both customers and employees. Customers use these mobile apps to access news, make purchases, and become ambassadors of the brand. Employees use mobile apps to access inventory and shipment information, and implement point-of-sale transactions. In short, mobile apps are helping the retailer streamline operations, improve profitability, and provide better customer service. In order to deliver on a diverse set of applications with a relatively small in-house mobile group, the retailer adopted modern software development techniques such as Agile, Continuous Integration, and Continuous Delivery. However, the team still faced fundamental operational issues, such as understanding overall app stability, viewing network diagnostics, and conducting root cause analysis of crashes. In earlier versions of the mobile app, customers commonly ran into stability issues. These problems led to bad reviews, which naturally suppressed the number of app downloads. Making a great first impression is particularly important in retail as transactions are intimately tied with mobile app usage. If a shopper opens an app for the first time and experiences an error, it is highly likely that he will never use it again. On the internal, employee-facing side, flaws with pilot projects took up to two weeks to identify and correct. Furthermore, the retailer was often left in the dark, relying on anecdotal evidence from store associates. Since field personnel are not trained software testers, they were unable to provide sufficient information to assist the IT team in identifying the sources of these problems.

About Customer

The customer is a leading specialty retail company that operates multiple brands. The company has annual revenues close to $3B and relies heavily on mobile apps to reach more customers, build brand equity, and generate revenue. The company offers a variety of mobile apps for both customers and employees. Customers use these mobile apps to access news, make purchases, and become ambassadors of the brand. Employees use mobile apps to access inventory and shipment information, and implement point-of-sale transactions. In short, mobile apps are helping the retailer streamline operations, improve profitability, and provide better customer service.

Solution

The retailer sought a solution to bolster stability and performance. Their core requirements included a view into both live data as well as historical trends for app crashes and performance. They also wanted technology that would provide a single, company-wide platform that is capable of working with all of their brands. The retailer’s team uses Apteligent’s capabilities to help optimize performance across their entire app portfolio and thereby deliver a great experience for the end user. Apteligent was selected by the company to help deliver and ensure high-performing mobile apps. After carefully analyzing the marketplace, the retailer selected Apteligent because of its extensive track record of success, along with features such as Crash statistics, Non-fatal crash logging, Network API monitoring, Crash breadcrumbs, and Symbolicated stack traces.

Impact #1	The retailer can now identify and resolve app problems much faster.
Impact #2	The retailer’s mobile apps also perform more efficiently.
Impact #3	Breadcrumbs make it possible for them to gain insight into user behavior.

Impact #1

The retailer can now identify and resolve app problems much faster.

Impact #2

The retailer’s mobile apps also perform more efficiently.

Impact #3

Breadcrumbs make it possible for them to gain insight into user behavior.

Benefit #1	The failure rate of the retailer’s apps has plunged from 6% to less than 1%, a 7x improvement.
Benefit #2	The retailer’s mobile apps now account for roughly 6% of the retailer’s total digital transactions, compared with just 1% in earlier versions.

Benefit #1

The failure rate of the retailer’s apps has plunged from 6% to less than 1%, a 7x improvement.

Benefit #2

The retailer’s mobile apps now account for roughly 6% of the retailer’s total digital transactions, compared with just 1% in earlier versions.

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Overview

Retail Case Study: Apteligent

Operational Impact

Quantitative Benefit