From Howard's Head To Dashboards
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People leave, its a reality, but what happens when a key staff member retires or leaves to pursue new opportunities? Documentation and learning lunches only knick the surface and years of knowledge that can’t be transferred in a few short weeks. We will discuss our approach to leveraging data to withstand staff churn and future proof our systems to ensure availability and customer success.
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From Howard's Head To Dashboards
- 1. 1 Thomas Squeo SVP of Technology SchoolMessenger From Howard's Head To Data Driven Democratization FUTURE PROOFING THE ENTERPRISE WITH NEW RELIC
- 3. SCHOOLMESSENGER PRESENCE: DISTRICT NOTIFICATIONS & COMMUNICATIONS + VOICE + SMS + EMAIL + MOBILE (IN-APP) + WWW + APPS
- 4. 2005 2500 CUSTOMERS + USB APPLIANCE + SERVER APPLIANCE (ON-PREMISE) + 4 SWE
- 5. 2015 + SAAS (DC/CLOUD HYBRID) + 10K CUSTOMERS + 55K SCHOOLS + 50M USERS + 2.2B NOTIFICATIONS/YR + 32 TEAM MEMBERS
- 6. 0 2500000 5000000 7500000 10000000 JAN FEB MAR APR MAY JUN JUL AUG SEPT OCT MONTHLY ACTIVE USERS (SENDERS & RECIPIENTS)
- 7. MEET HOWARD FOUNDED SM IN 1999
- 8. EVERY ASPECT OF THE SYSTEM WAS DEVELOPED ON HIS WATCH HOWARD’S ROLE AT SCHOOLMESSENGER ▸ deep local knowledge ▸ 1st call for almost every production issue ▸ capable of pinpointing issues and identification of owners ▸ identification of issues that would impact customers ▸ managed commits, resource, vendors ▸ capacity & utilization forecasting
- 10. RATHER THAN CREATE ANOTHER HOWARD NEW RELIC AT SCHOOLMESSENGER ▸ democratize knowledge enabling downtime avoidance ▸ reduction of MTTR & time spent on troubleshooting ▸ pinpointing issues and identification of owners ▸ advanced identification of issues that would impact customers ▸ drive customer experience to optimize COGS ▸ commits, resource, vendors ▸ capacity & utilization forecasting ▸ a/b testing
- 11. APM DATA NOW TOUCHES EVERY FACET OF OUR BUSINESS NEW RELIC TARGET COMMUNITIES ▸ executives ▸ product management ▸ development ▸ operations ▸ support ▸ account executives ▸ corporate overlords
- 12. UNIQUE TO OUR COMPANY SCHOOLMESSENGER SPECIFIC DASHBOARDS ▸ engagement & contact history ▸ channel effectiveness & saturation ▸ broadcast & message ▸ cost ▸ fatigue ▸ performance & engagement ▸ least cost routing & fair share algorithm analysis ▸ user & session funnel analysis
- 13. DEMO
- 14. HOWARD NOW RETIRED IN 2015
- 15. FROM HOWARD'S HEAD TO DATA DRIVEN DEMOCRATIZATION FUTURE PROOFING THE ENTERPRISE WITH NEW RELIC