Case Studies
Webscale achieves 100% customer satisfaction
Overview
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration Cybersecurity & Privacy - Security Compliance | |
E-Commerce Software | |
Business Operation Quality Assurance | |
Predictive Maintenance Remote Asset Management Security Claims Evaluation | |
Cloud Planning, Design & Implementation Services Software Design & Engineering Services System Integration | |
Operational Impact
The SRE team has realized significant speed and efficiency gains since adopting Sumo Logic to holistically assess infrastructure health—reducing investigation time by 90%. Sumo Logic provides central data telemetry on a range of attributes, such as traffic analysis, page loads, database cache and memory utilization. “Now, an investigation that typically took 20 minutes can be done in a couple minutes. Multiply that time savings by many investigations each day, and it’s a big win,” said Mehta. | |
With the workflows to debug and diagnose problems fully optimized for speed and efficiency, Webscale assessed other areas Sumo Logic could help evolve the customer experience. The answer: shift from reactive issue resolution to proactive efforts. “With Sumo Logic’s data insights, we’re empowered to focus on ways we can improve our customer experience. That empowered us to take a proactive approach to identify any performance or bottleneck issues and optimize them. This provides a better service for our customers and, in turn, enables our customers to deliver a better digital experience for their customers,” said Mehta. | |
Thoughtful and proactive improvements to the customer experience have become a key company motto. “Our CSM and SRE teams consistently collaborate to identify areas where we can improve consulting for our customers to serve them better and give them an optimal web experience,” said Mehta. A notable example of this is the use of threshold alerts, which notifies the SRE team any time an application hits a reduced performance level. “Sumo Logic’s threshold alerts provide upfront insights on the system’s behavior, which streamlines processes for our engineers. Before customers even recognize a change in performance, we’re already working on a fix,” said Suhas. | |
Quantitative Benefit
Webscale reduced investigation time by 90%. | |
Previously, customer satisfaction was at 90%. Now, it is at 100%. | |