Challenge: Deliver flawless customer service - and deliver it fast
Interactive Investor boasts a dedicated customer base of more than 1.5 million people.
Customers rely upon Interactive Investor for a range of services, including trade execution, quality content that helps guide investment decisions, and very active discussion boards.
Common among Interactive Investor's customer base is a need for speed. The company's typical user is in a hurry, needing to access the information they seek or execute transactions with a minimum investment of time. A user experience that's dynamic and responsive is key to the company's brand, and focal to the company's ongoing efforts to grow its customer base.
And mobility has become central to the user experience offered by Interactive Investor. As IT Director Alan Grose explained, "Everything we do is totally focused upon mobile devices, phones, and tablets. Everything to do with the user experience going forward will be targeted at mobile then scaled up."
Interactive Investor's website and mobile apps are designed to ensure that the user journey is seamless, flawless, and fast. In support of that goal, the ability to identify and correct problems before they mar the user experience is critical. And that's why making the right decision in choosing an Application Performance Management (APM) tool was so crucial. "We were previously using New Relic to monitor our applications, but it just wasn't giving us everything we needed," said Grose. "We really needed an APM that would offer better visibility and provide richer functionality."