Automation for superior e-commerce capability

Client

The client is the world’s largest supplier of automotive components and is a subsidiary of a major German multinational engineering and electronics organization. The client offers innovative products through traditional and online channels. 

Business Goal

The client needed a dramatic improvement in the availability of critical e-commerce and web applications along with prudent IT cost management. This had become necessary as the client was growing at over 20% year-on-year led by online sales. But e-commerce and web applications had become a bottleneck to the growth due to low service availability, application issues and the increasing complexity of IT management. These challenges negatively impacted revenue, customer experience and resulted in incremental IT management costs.

Microland Solution

Microland decided to take a phased approach to application management. In the first three months a comprehensive 24X7 application production support portfolio was set up. This helped in the efficient restoration of application services. A standardized Level-2 problem and performance management framework and processes were also built. Once core production support was stabilized, an assessment of the existing toolset was made. The client was advised re-tooling of the monitoring environment and Microland leveraged its smartCenter to deliver better IT management costs. 

Business Outcome

End-to-end ownership of applications by Microland helped track SLAs and enhance service delivery. Efficient application performance and availability helped the client realize the following benefits:

• 99.9% availability of customer-facing web applications
• 5% reduction in bounce rate and shopping cart abandonment
• Greater than 50% optimization of application monitoring costs through tools advisory and implementation of smartCenter