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Digital Mastery & Joy at Panera Bread
klaus-enzenhofer
@kenzenhofer
Prashanth Karre
Director Performance Engineering,
Pane...
Digital Mastery
Today mobile is just a fact!
Single Day 2016
Marriott Mobile App
Book Travel Check-In Service
12-01-2011IAR - Version 0.91
5
6
The digital Raptors are already out there!
Biggest challenge for Digital Customer Experience
IDG Research: April 2017 - http://www.computerwoche.de/a/digitale-kunden...
Didn’t we just break the silos with DevOps
Dev Perf/Test Ops
Faster Innovation with Quality Gates
Faster Acting on Feedbac...
Digital Touchpoints:
Mobile App
Desktop Web
Kiosk App
PoS-System
Voice Interfaces (Alexa,...)
Rich Client App
Locations:
V...
…what does that mean to our DevOps approach
Mobile App
Web App
Kiosk App
Marketing Analysts
Executives
Search Engine Optimization
Security team
Buisness Analytics
Fraud Detection
UX-Designer
App ...
Are we making MONEY with Max?
Which digital touchpoints is MAX using?
Digital Touchpoints:
Mobile App
Desktop Web
Kiosk Ap...
Silo #4
Silo #3
Silo #2
Silo #1
Are we making MONEY with Max?
Which digital touchpoints is MAX using?
System Availability ...
Which digital touchpoints is MAX using?Are we making MONEY with Max?
© 2014 Panera, LLC - Proprietary and Confidential
Getting it Done… Executing with optimism, mastery, and
speed.
Digital Ma...
Page 18 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 /1.0 - The Desire to Friction Ratio
FrictionDesire ...
Page 19 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 is Ready ..
Present ….
Page 20 | © 2014 Panera, LLC - Proprietary and Confidential
Reducing Friction within the Cafe
Rapid Pick-Up Vision
Self-Se...
Page 21 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 - Usage Stats
2024* Stores across US and
Canada
Tot...
Page 22 | © 2014 Panera, LLC - Proprietary and Confidential
Panera 2.0 Focus …
Devices
– Mobile
– Mobile Web
– Kiosk
Back ...
Page 23 | © 2014 Panera, LLC - Proprietary and Confidential
Customer view Datacenter
APM Architecture
Retail
Web
Catering
...
Page 24 | © 2014 Panera, LLC - Proprietary and Confidential
Let‘s get everyone a slice of DynaBread!
Mobile DeveloperOpera...
Page 25 | © 2014 Panera, LLC - Proprietary and Confidential
The Executive Slice
Page 26 | © 2014 Panera, LLC - Proprietary and Confidential
User Experience Master View – Retail Web
• User Experience Ind...
Page 27 | © 2014 Panera, LLC - Proprietary and Confidential
The Ops Slice
Page 28 | © 2014 Panera, LLC - Proprietary and Confidential
• Customer Satisfaction
Level
• Alerts and Diagnostics
• Hoggi...
Page 29 | © 2014 Panera, LLC - Proprietary and Confidential
The Mobile Developer Slice
Page 30 | © 2014 Panera, LLC - Proprietary and Confidential
Kiosk App Performance Overview
• Kiosk Visits
• Kiosk Spinning...
Page 31 | © 2014 Panera, LLC - Proprietary and Confidential
Mobile & Web Performance Test Results:
• Website rankings
• Pa...
Page 32 | © 2014 Panera, LLC - Proprietary and Confidential
Performance Engineering Slice
Page 33 | © 2014 Panera, LLC - Proprietary and Confidential
• Backend
Response Times
• Error Rate
• Transaction Rate
• Ser...
Page 34 | © 2014 Panera, LLC - Proprietary and Confidential
MarketingOps Slice
Page 35 | © 2014 Panera, LLC - Proprietary and Confidential
CDN & 3rd Party Performance – Retail Web
• 3rd Party Performan...
Page 36 | © 2014 Panera, LLC - Proprietary and Confidential
• Understanding
Conversion Rate by
Channel
• Understanding Bou...
Page 37 | © 2014 Panera, LLC - Proprietary and Confidential
Marketing
Page 38 | © 2014 Panera, LLC - Proprietary and Confidential
If you want to be successful with Digital Transformation or if...
Page 39 | © 2014 Panera, LLC - Proprietary and Confidential
Thank You
Thank You!
klaus-enzenhofer
@kenzenhofer
Prashanth Karre
Associate, Sr. Manager – DBA,
Performance Engineering, Panera
Kla...
Questions?
Contact Us: http://bit.ly/ContactDynatrace
Free Trial: https://www.dynatrace.com/trial/
Participate in our Forum :
community.dynatrace.com
Like us on Facebook :
facebook.com/dynatrace
Follow us on LinkedIn :
li...
Digital Mastery & Joy at Panera Bread [Webinar Replay]
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Digital Mastery & Joy at Panera Bread [Webinar Replay]

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To Watch Replay:
https://info.dynatrace.com/apm_wc_panera_na_registration.html

Panera 2.0 is now reality as a result of their digital transformation. All 2000+ Panera Bread stores across the US and Canada now support mobile orders and in-store kiosks, but it was not an easy journey. It took a cross functional team of experts to kickoff, and now it has been rolled out company wide. Customers are now leveraging all digital channels from mobile to web, and in the restaurants.

In this on-demand webinar, Prashanth Karre, Director, Performance Engineering, at Panera and Klaus Enzenhofer, Director Technology Strategy, at Dynatrace discuss:

What we can learn from Panera Bread's successful digital transformation
Why data silos are such a big issue and how to overcome them
How Dynatrace data is used by executives, IT operations, mobile developers, performance engineering, and others business groups
Panera strives to be digital masters and deliver joyful digital experiences to their customers (and delicious food too!). Watch to gain insights into how they successfully achieved their goal.

Published in: Technology
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Digital Mastery & Joy at Panera Bread [Webinar Replay]

  1. 1. Digital Mastery & Joy at Panera Bread klaus-enzenhofer @kenzenhofer Prashanth Karre Director Performance Engineering, Panera Bread Klaus Enzenhofer Director Technology Strategist, Dynatrace
  2. 2. Digital Mastery
  3. 3. Today mobile is just a fact! Single Day 2016
  4. 4. Marriott Mobile App Book Travel Check-In Service
  5. 5. 12-01-2011IAR - Version 0.91 5
  6. 6. 6
  7. 7. The digital Raptors are already out there!
  8. 8. Biggest challenge for Digital Customer Experience IDG Research: April 2017 - http://www.computerwoche.de/a/digitale-kundenbeziehung-keine-halben-sachen,3330524,2 Data silos (department specific databases, missing integration of data sources,...) Poor data quality Missing coordinated process between departments Redundant data
  9. 9. Didn’t we just break the silos with DevOps Dev Perf/Test Ops Faster Innovation with Quality Gates Faster Acting on Feedback Unit Perf Cont. Perf New DeployCI CD Triage/Optimize Update Tests Innovate/Design
  10. 10. Digital Touchpoints: Mobile App Desktop Web Kiosk App PoS-System Voice Interfaces (Alexa,...) Rich Client App Locations: Vienna, Austria Store Salzburg Checkin Terminal A FRA Constructionside ABC, India Device: Mobile Mobile Broswer Kiosk ATM Car Entertainment System
  11. 11. …what does that mean to our DevOps approach Mobile App Web App Kiosk App
  12. 12. Marketing Analysts Executives Search Engine Optimization Security team Buisness Analytics Fraud Detection UX-Designer App Owner CxO Customer Service Team
  13. 13. Are we making MONEY with Max? Which digital touchpoints is MAX using? Digital Touchpoints: Mobile App Desktop Web Kiosk App PoS-System Voice Interfaces (Alexa,...) Rich Client App
  14. 14. Silo #4 Silo #3 Silo #2 Silo #1 Are we making MONEY with Max? Which digital touchpoints is MAX using? System Availability Errors PerformanceBusiness Result System Availability Errors PerformanceBusiness Result System Availability Errors PerformanceBusiness Result System Availability Errors PerformanceBusiness Result
  15. 15. Which digital touchpoints is MAX using?Are we making MONEY with Max?
  16. 16. © 2014 Panera, LLC - Proprietary and Confidential Getting it Done… Executing with optimism, mastery, and speed. Digital Mastery & Joy @ Panera Prashanth Karre Director, Performance Engineering
  17. 17. Page 18 | © 2014 Panera, LLC - Proprietary and Confidential Panera 2.0 /1.0 - The Desire to Friction Ratio FrictionDesire / In the Past ……..
  18. 18. Page 19 | © 2014 Panera, LLC - Proprietary and Confidential Panera 2.0 is Ready .. Present ….
  19. 19. Page 20 | © 2014 Panera, LLC - Proprietary and Confidential Reducing Friction within the Cafe Rapid Pick-Up Vision Self-Serve Kiosk – Reduce the Line Table Delivery – Avoid the “Mash Pit” Panera 2 You – Small & Large Order Delivery Panera Delivery – Avoid the traffic Customer Care – Centralize Phone Calls
  20. 20. Page 21 | © 2014 Panera, LLC - Proprietary and Confidential Panera 2.0 - Usage Stats 2024* Stores across US and Canada Total Order placed via Digital platform - 25% Total App Downloads - Nearing 4.5m Total Kiosks in-Store - 3918 (744 Cafes) * As of September 2016
  21. 21. Page 22 | © 2014 Panera, LLC - Proprietary and Confidential Panera 2.0 Focus … Devices – Mobile – Mobile Web – Kiosk Back of House • iCafe - Forecasting - Labor - Food - Cash - Reporting Digital Touchpoints – Mobile App – Desktop Web – Kiosk App – Pos-System
  22. 22. Page 23 | © 2014 Panera, LLC - Proprietary and Confidential Customer view Datacenter APM Architecture Retail Web Catering DB Dynatrace • DB • JVM • Health of Server • Define SLAs vCOPs • VM Status • Cluster/Host Status OEM • Oracle Database Manager SRM EMC Storage Resource Monitoring Suite ALERTS and NOTIFICATIONS: Need to Define Recipients for Alerts and Process for Resolution SolarWinds • Network Connectivity Up/Down Status Backbone Dynatrace • APM: Application Performance Management • Root Cause Analysis • Fault Domain Isolation • Synthetic Monitoring Systems Management Tools: Infrastructure UEM(Real User Monitoring) Formerly UEM: User Experience Monitoring + Synthetic Monitoring Mobile Akamai / Panera Dynatrace Synthetic • Synthetic Transaction Monitoring • Quickly Determine where issue resides • Backbone • Last Mile • Datacenter (DynaTrace for drill down) splunkLog Monitoring and Unstructured Data (e.g. Akamai logs, server logs, etc.) CRASHLYTICS
  23. 23. Page 24 | © 2014 Panera, LLC - Proprietary and Confidential Let‘s get everyone a slice of DynaBread! Mobile DeveloperOperatorsExecutive Team MarketingPerformance Engineering
  24. 24. Page 25 | © 2014 Panera, LLC - Proprietary and Confidential The Executive Slice
  25. 25. Page 26 | © 2014 Panera, LLC - Proprietary and Confidential User Experience Master View – Retail Web • User Experience Index • Bounce Rates • Conversion Rate • Omni-Channel Visits • Geo-Location KPIs • Landing/Exit Analytics
  26. 26. Page 27 | © 2014 Panera, LLC - Proprietary and Confidential The Ops Slice
  27. 27. Page 28 | © 2014 Panera, LLC - Proprietary and Confidential • Customer Satisfaction Level • Alerts and Diagnostics • Hogging Threads to Customer Satisfaction Level • User Action response times • Active User Visits IT Operators
  28. 28. Page 29 | © 2014 Panera, LLC - Proprietary and Confidential The Mobile Developer Slice
  29. 29. Page 30 | © 2014 Panera, LLC - Proprietary and Confidential Kiosk App Performance Overview • Kiosk Visits • Kiosk Spinning and Crashes • Load Testing results • Average user action • Transaction Response times
  30. 30. Page 31 | © 2014 Panera, LLC - Proprietary and Confidential Mobile & Web Performance Test Results: • Website rankings • Page size • Third party contribution • Page response times
  31. 31. Page 32 | © 2014 Panera, LLC - Proprietary and Confidential Performance Engineering Slice
  32. 32. Page 33 | © 2014 Panera, LLC - Proprietary and Confidential • Backend Response Times • Error Rate • Transaction Rate • Server Utilization • Synthetic Transaction Performance Engineering
  33. 33. Page 34 | © 2014 Panera, LLC - Proprietary and Confidential MarketingOps Slice
  34. 34. Page 35 | © 2014 Panera, LLC - Proprietary and Confidential CDN & 3rd Party Performance – Retail Web • 3rd Party Performance • User Behaviors Data
  35. 35. Page 36 | © 2014 Panera, LLC - Proprietary and Confidential • Understanding Conversion Rate by Channel • Understanding Bounce Rate pattern • Understanding Stockout Rate Marketing Slice
  36. 36. Page 37 | © 2014 Panera, LLC - Proprietary and Confidential Marketing
  37. 37. Page 38 | © 2014 Panera, LLC - Proprietary and Confidential If you want to be successful with Digital Transformation or if you just want to remove friction for your customers – be aware you ALSO have to remove internal friction & data in Silos by having Stewardship of the data Panera 2.0: An Omni-Solution enabler of the “Food as it should be” experience Key to Success … In The Digital Transformation Era
  38. 38. Page 39 | © 2014 Panera, LLC - Proprietary and Confidential Thank You
  39. 39. Thank You! klaus-enzenhofer @kenzenhofer Prashanth Karre Associate, Sr. Manager – DBA, Performance Engineering, Panera Klaus Enzenhofer Director Technology Strategist, Dynatrace
  40. 40. Questions? Contact Us: http://bit.ly/ContactDynatrace Free Trial: https://www.dynatrace.com/trial/
  41. 41. Participate in our Forum : community.dynatrace.com Like us on Facebook : facebook.com/dynatrace Follow us on LinkedIn : linkedin.com/company/dynatrace Follow us on Twitter : twitter.com/dynatrace Watch our Videos & Demos : youtube.com/dynatrace Read our Blog : https://www.dynatrace.com/blog/ Connect with us!

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