How are customers using Business iQ for AppDynamics?

[Erin]

AppDynamics Business iQ offers real-time context from customer to code – connecting application performance data to business outcomes. To see how you can leverage Business iQ, check out these six examples of common use cases below. At the bottom of this article, you'll find links to additional resources on how our customers are using Business iQ.

Note: The examples below feature real AppDynamics customers, so in the interest of privacy, we have used screenshots from our own demo environment.

Use Cases

• Business Health Monitoring
• User Journey Monitoring

• Customer Segment Monitoring

• Release Validation
• Business Journeys
• Experience Level Management

Business Health Monitoring

An automotive company is transforming to incorporate digital services involved with their cars ("connected services"). This leads to a change where car vendors become digital service companies. 

Problem:

1. They currently do not have the capacity to measure user journeys when root cause analysis consumes too much time.
2. Application architecture is complicated and vendors need visibility in order to quickly measure end-user experience and fix the relevant issues.
3. The car application is connected to multiple third-party services (such as Facebook, weather apps, etc) and they need to analyze the integrations of those libraries into their applications to reduce costly war rooms.
4. Vendors need to identify premium customers and offer differentiated services.

Solution:

1. Business Transaction Monitoring offers out-of-the-box functionality that discovers and automatically learns the behavior of business transactions(BTs).
2. End to End Correlation of BTs is provided by default from end-users down to the data source of services.
3. Full Stack Coverage is provided as AppDynamics supports all required capabilities out of the box, and offers an IoT strategy for automotive customers.
4. Unified Platform for monitoring enterprises via the web UI, which provides a single view for all provided capabilities. The platform APIs allow integrations into any IT control center.

 Business Health (from demo)

User Journey Monitoring

For a financial company, moments are key events in a customer's lifecycle (such as a wedding, holidays, and buying their first home) which enables the company to engage the customer in a deeper relationship while also maximizing the attach rate of products and services relevant to that key moment. 

Problem:

The company currently has 13 moments plus 2 seasonal moments (major holidays) and they would like to have greater insight into the specifics of a moment, such as when a customer buys a car or travels abroad.

Solution:

1. With AppDynamics, the company can track moment engagement to see how it flows through other channels for conversion at a customer level. 
2. This allows the company to prove value, enable the return on investment on different moments and understand the depth of customer engagement.
3. The company can understand optimum user journeys to remove any friction and enable better management of call center resources to reduce complaints.

User Journey (from demo)

Customer Segment Monitoring

An insurance company manages applications in its financial professional's portal that are used to purchase annuity products on behalf of its clients.

Problem:

The users (financial professionals) that had larger books of business were complaining of slow performance. Furthermore, those users that had larger books of business and perceived worse performance were the largest revenue generators for the company's annuity arm.

Solution:

1. Using AppDynamics, the company was able to extract the number of clients each user had in their book of business. These users were then segmented into various tiers.
2. The company was able to identify and prove a correlation of slower performance with larger books of business.
3. The company was also able to create business health rules around their most valuable users, and handle their issues on priority. 

Customer Segments (from demo)

Release Validation 

A hotel chain with a presence in North and Central America is migrating their website to AWS and needs a modern APM solution to monitor the new environment and the ability to report on business impact metrics, such as total revenue, average daily rate, number of bookings, and revenue impact by errors. They also want to understand their business from different geographical contexts, such as the price per room depending on the location.

Problem:

The company already uses APM, but can't migrate it to handle the AWS and Mobile aspects of their environment. They need a more comprehensive tool that provides forensic level inspection data.

Solution:

1. With AppDynamics they can configure transaction analytics and create dashboards to report on their key business metrics.
2. They can create a funnel conversion for their eCommerce website.
3. They are able to track usage, report on business performance and impact.

Release Validation (from demo)

Business Journeys

Many industries have complex workflows and user journeys that span multiple transactions and other event types such as logs and EUM data. These workflows typically take a long time to manifest and cannot be measured using transactions alone. Business Journeys are a way to monitor and correlate the data flow across multiple event sources and track the total end-to-end time for defined business workflows.

Problem:

The shipping department is receiving complaints that orders are not being processed in a timely manner. Retention is at risk if customers do not receive their merchandise in a timely manner.

Solution:

Using AppDynamics, the shipping department can track the total time spent in the shipping process as well as how much time is spent at each step that makes up the process. In addition, health rules can be created so that the company proactively knows how many orders are at each step of the shipping process.

 

Experience Level Management

Experience Level Management (XLM) enables customers to configure and monitor the compliance targets that impact their business and their end users. It also provides the capability to track Service Level Agreements (SLAs) and/or Operation Level Agreements (OLAs) through application performance monitoring.

Problem:

A mortgage company wants to ensure it is meeting its established Service Level Agreements for key user experience metrics. SLAs not met affect user experience, which in turn can result in lower revenue.

Solution:

AppDynamics Experience Level Management allows the company to compare the current SLA compliance to past performance.

Experience Level Management

Where can I go to learn more?

AppDynamics has a wealth of additional resources to help you understand how to leverage Business iQ in your organization: 

• Demos: Demo videos on 6 Business iQ Use Cases
• Use Case Guide: 5 Business iQ Use Cases That Drive Application and Business Performance

• Blog: Four Use Cases for Leveraging Business iQ

• Knowledge Base Article: Getting Started with Business iQ
• Knowledge Base Article: Troubleshooting common issues with Business iQ

• Documentation: Application Analytics

Published 11/3/2017

[prathap.dendi]

I am sure there are several other innovative usages of Business iQ. Love to see everyone share how they are using Business iQ.