Poor customer service and a second-rate online experience have been touted as two of the primary reasons for the failure of e-business in its first iteration, especially from the perspective of business-to-consumer (B2C) shoppers. To assist in managing, monitoring and improving customers` online experiences, BMC Software and Master Distributor CCH Enterprise Solutions have announced the local availability of Patrol Integration for SiteAngel, a product that provides proactive Web monitoring and e-business management.
SiteAngel is a Web-based application that enables companies to manage the "customer experience" at their websites. The service can be accessed from any location via the Internet and is platform- and browser-independent. SiteAngel is being deployed globally through data centres in the US and in EMEA through an agreement with European company KPN. Negotiations for a data centre in Asia Pacific are under way.
By integrating SiteAngel with Patrol, users can manage and monitor their website through an "inside the data centre to outside the firewall" view of how their e-business infrastructure impacts the customer experience. This offers businesses a centralised view of website data, detects when customer expectations are not being met and takes proactive corrective action through the Patrol interface.
"Customer loyalty comes from maintaining an incredibly high quality of service. Companies need to be able to monitor their customers` experience and take proactive action to fix problems before they have a negative financial effect on the business," says Reg Swart, BMC operations and product manager at BMC Master Distributor CCH Enterprise Solutions. "Now e-businesses can get a direct view of how their infrastructure impacts quality of experience."
The integrated solution:
Periodically queries the SiteAngel repository on the Internet for updated data on a site`s performance and availability.
Allows customers to set thresholds for customer experience response times which alerts through Patrol when parameters are exceeded.
Recognises when service-level agreements, measured by SiteAngel simulating transactions from the Internet, are not being met, enabling IT to take proactive corrective action.
Allows IT to create customised reports combining monitoring data from both inside and outside the firewall and archive that data once it is integrated into the Patrol Console.
Enables IT to detect trends in overall system performance and monitor system levels.
Patrol Integration for SiteAngel is available free to existing Patrol customers and can be downloaded from BMC Software at www.bmc.com/ega.
Share
