As service becomes the key differentiator for e-commerce, businesses that want to ensure the best customer service will need to understand exactly how their customers are interacting with their web sites and e-commerce applications. Because access and usability are increasingly integral to web site success, it is imperative that businesses have the ability to monitor end-user activity.
AST Enterprise Systems Management, a division of Advanced Software Technologies-Abraxas, has announced new solutions that capture customer experience of e-commerce performance and enable online businesses to improve the effectiveness of their Web sites and Internet applications.
Candle`s eBA ServiceMonitor and eBA ServiceNetwork are monitoring software and service solutions, respectively, that provide a true measure of the customer experience using a Web or e-commerce site. As part of Candle`s eBusiness Assurance initiative, these solutions provide the first hard, quantifiable metrics to determine throughput efficiency for e-commerce and eBusiness.
"These solutions from Candle allow us to provide our customers with the tools they need to mind the online store," says Martyn Healy, MD of AST ESM, SA distributors of Candle. "It empowers companies to set performance thresholds to ensure the optimal performance and availability of e-commerce sites
eBA ServiceMonitor captures, collects and reports the response time and navigation patterns of web sites. It provides the perspective of the end user, not the system, enabling managers of web sites and online businesses to quickly and easily measure performance and make adjustments to web site design, navigation and infrastructure to ensure the highest level of service to their customers.
eBA ServiceNetwork, a business information service, enables managers to study web service levels, historical trends and usage over time. It automatically transforms a large amount of web site activity data into an organised compilation of business insight.
"With eBA ServiceNetwork, companies have the ability to actually see in business terms how their eBusiness efforts are rating in customer satisfaction, demand generation and sales," adds Healy, "without the time and expense of building an in-house data warehouse."
"eBusiness systems have entered the mainstream for most global 2000 companies, meaning performance management has become critical to ensure the highest level of service to their customers," concludes Healy. "There is no substitute for solutions that address this need by providing relevant information that is the actual response time experience of the on-line user."
Share
