Waitrose Selects AppDynamics As Part of Omni-Channel Strategy To Drive Exceptional Customer Experience
Supermarket chain to transform digital services, bringing in-store experience to customers’ doorsteps
SAN FRANCISCO, CA– MAY 17, 2016 – AppDynamics, an application intelligence leader powering enterprise digital transformation, today announced that British supermarket chain Waitrose has deployed the AppDynamics Application Intelligence Platform across its eCommerce offering, including Waitrose.com, to support the business’s ongoing digital strategy and help deliver seamless online shopping experiences to customers.
Waitrose is one of Britain’s leading supermarkets, with 344 physical stores in England, Scotland, Wales, and the Channel Islands. It aims to combine the convenience of a supermarket with the expertise and service of a specialist shop — dedicated to offering quality food that has been responsibly sourced, combined with high standards of customer service.
Delivering a differentiated e-commerce experience relies on complex applications running seamlessly. Waitrose selected the AppDynamics Application Intelligence Platform to elicit actionable insights into the customer journey across its online portfolio, which includes Waitrose.com, as well as specialist shops Waitrose Cellar, Waitrose Florist, Waitrose Gift and Waitrose Kitchen. This visibility enables the brand to provide an intuitive omnichannel experience where digital interactions are in tune with the quality, personalised service customers receive in-store.
The AppDynamics platform promotes collaboration between Waitrose’s eCommerce team and the wider business, enabling the retailer to make cross-departmental, data-driven decisions, and to correlate application insights with challenges from across the organisation, helping departments work together to fine-tune the customer experience. Through AppDynamics, Waitrose now has end-to-end visibility across its entire application environment, as well as access to business and performance metrics in real-time, both of which help improve customer service.
“During the initial trials alone, AppDynamics has enabled Waitrose to spot previously invisible code and database-level issues that were impacting application performance, and consequently, user experience,” said Alex Bowles, head of IT operations, e-commerce, at Waitrose.
Aside from e-commerce, non-technical teams are also deriving business value from the AppDynamics platform, using Application Analytics to inform strategy on how to improve the customer journey end-to-end.
“Customers no longer distinguish between online and offline experiences— they expect retailers to understand them and deliver intuitive and personalised services,” Bowles said. “Understanding how applications perform is critical to providing a seamless end-to-end experience to customers. AppDynamics has helped us take a proactive standpoint on delivering an exceptional shopping experience to our customers. We’ve been able to spot application and database issues earlier and quicker, helping us to act faster to improve our digital services — it’s been a real lightbulb moment for the rest of the business.”
Jeremy Duggan, vice president/EMEA at AppDynamics, said, “Waitrose is renowned for its obsession around customer service, both instore and online. For retailers today, creating a consistent brand experience across multiple channels is key to ensuring customer loyalty. “Flawless application performance plays a critical role in guaranteeing customers can access their desired product or service as quickly and seamlessly as possible. Waitrose is leading the way in delivering a personalised experience to its customers and empowering their technology and business teams to exceed customer expectations. We look forward to working with Waitrose as it continues to transform its e-commerce offering.”
The AppDynamics Application Intelligence Platform is a comprehensive solution enabling companies to maximise business and application performance. The platform is designed and architected to give companies the confidence that their business or organisation is running at its best, to give IT the operational visibility and control they need, and to give end users the great experiences they’ve come to expect and demand.
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Waitrose — the Nation's Favourite Supermarket and winner of the Best Supermarket and Best Food and Grocery Retailer awards — currently has 344 shops in England, Scotland, Wales and the Channel Islands, including 60 convenience branches, and another 27 shops at Welcome Break locations. It combines the convenience of a supermarket with the expertise and service of a specialist shop — dedicated to offering quality food that has been responsibly sourced, combined with high standards of customer service. Waitrose also exports its products to 50 countries worldwide and has seven shops in the Middle East.www.waitrose.com
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