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#TDCGlobal 2019, Steve Barrett, VP of EMEA at PagerDuty
The document discusses the challenges faced by e-commerce due to business disruptions and highlights the importance of improving customer experience through real-time operations. It showcases the PagerDuty platform, which helps organizations mitigate downtime and enhance productivity while responding to customer needs swiftly. Case studies illustrate the platform's effectiveness in saving significant costs and improving operational efficiency for various companies.
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#TDCGlobal 2019, Steve Barrett, VP of EMEA at PagerDuty
- 1. P O WE R E D B Y : SolutionsTheatre Improving the eCommerce customer experience by mitigating business disruption STEVE BARRETT VP of EMEA
- 2. Steve Barrett Country Manager,Head of EMEA Improving the e-Commerce Customer Experience by mitigating business disruption
- 3. PROPRIETARY & CONFIDENTIAL3 Disruption in Retail Rapid Direct-to-Consumer GrowthChallenging Traditional Retail Environment
- 4. PROPRIETARY & CONFIDENTIAL4 • Hyper-focused on customer experience • Customer demand for 24/7 access • Constant innovation for competitive advantage • Slow time is the new down time AGE OF THE CUSTOMER Source: https://www.slideshare.net/Salesforce_SouthEMEA/salesforce-for-it-building-smart-experiences-people-love
- 5. PROPRIETARY & CONFIDENTIAL SecondsMatter with the Smart Customer Source: https://retail.emarketer.com/article/whats-causing-cart-abandonment/5bec6b67b979f109c0bb101b?ecid=NL1014 60.9% of digital shoppers abandoned a cart because the site had errors or crashed and nearly the same number (60.3%) bailed because the website required them to create an account.
- 6. PROPRIETARY & CONFIDENTIAL6 The Paradox of the Digital Revolution Consumers Expect Perfection 81.2% Consumers wait less than one minute before abandoning an application1 Teams Face Massive Complexity 83.6% of organizations take more than 30 minutes to resolve customer- impacting incidents3 1 PagerDuty State of Digital Operations Report UK, 2017 2 IDC FutureScape Worldwide IT Industry 2017 Predictions, refers to 30 billion IP devices that will run real-time applications 3 PagerDuty State of Digital Operations Report, 2017 30 Billion IP Devices2 The Business Orchestration Gap
- 7. PROPRIETARY & CONFIDENTIAL7 Market need for a Platform for Action Harness Digital Data Make Sense of Data Respond & Engage Teams Analyze & Learn Incident Incident Incident Incident Incident Containers Social Network Microservices Security Apps & Services Servers Database Cloud
- 8. PROPRIETARY & CONFIDENTIAL8 Leading Companies Are Reimagining Operations Queued Siloed Manual Reactive Static Real-time Collaborative Automated Proactive Learning OLD WAY NEW WAY
- 9. PROPRIETARY & CONFIDENTIAL9 Empower Teams to Act in Real Time DevOps ITOps Security Industrial BizOps Support Drive Real-Time Operations Harness Digital Signals
- 10. PROPRIETARY & CONFIDENTIAL10 PagerDuty Real-Time Operations Platform PLATFORM PRODUCTS USE CASES ITOps Industrial Ops Customer Support DevOps Business OpsSecOps Analytics Modern Incident Response Enterprise Class 300 Integrations, Unique Machine + Human Data On-Call Management Visibility Event Intelligence Connect insights to real-time action.Empower data-driven results. Automate the right action every time.Cut through noise. Improve productivity. Enable accountability. Accelerate resolution. Cloud-native, built for real-time work.
- 11. PROPRIETARY & CONFIDENTIAL11 “From our perspective and our needs, PagerDuty has the most advanced and streamlined tool on the market.” Matt Kundrat SR. Manager of Production Support American Eagle
- 12. PROPRIETARY & CONFIDENTIAL Theworld’s most successful companies trust PagerDuty
- 13. PROPRIETARY & CONFIDENTIAL ProblemsWe Solve | Outcomes We Achieve Mitigate business disruptions & costs Improve people productivity & engagement Improve operational cost efficiency Drive revenue & improve customer experience A top credit reporting agency saved A leading technology company A Fortune 100 retailer went from PagerDuty saves a global retailer reduces attrition by 75% 8 to 0 hours of downtime with PagerDuty’s intelligence and automation on top-line and bottom-line downtime costs $1.1 million and 19,080 hours of labor $30M per hour during Black Friday, significantly improving customer experience by minimizing employee disruptions and saving 8 labor hours per day
- 14. PROPRIETARY & CONFIDENTIAL14 Rathi Murthy CTO, Gap Inc. PagerDuty Summit 2018
- 15. PROPRIETARY & CONFIDENTIAL GetStarted Today 15 14-Day FREE Trial www.pagerduty.com
- 16. PROPRIETARY & CONFIDENTIAL16 www.pagerduty.com PagerDuty Connect – Wednesday 12th June 2018
- 17. Thank You! Steve Barrett sbarrett@pagerduty.com TelNo: +44 (0) 7500 779 789
- 18. PROPRIETARY & CONFIDENTIAL18 Mitigate business disruptions & costs Improve customer experience Improve people productivity & engagement Improve operational cost efficiency Drive revenue and innovation A global entertainment company achieved A technology company improved SLAs with PagerDuty increases our We spend more time creating great products to PagerDuty saves a global retailer $30M per hour on downtime costs 99.9% site uptime quality of life impact lives $938K per year savings on fixed & personnel costs Summary - Problems We Solve | Outcomes We Achieve
Editor's Notes
- #3 Hi my name is <Name> and I am the <title> at PagerDuty responsible for <details> Today, I’d like to share with you how PagerDuty’s platform for action is helping organizations like yours master their digital operations, and reach their full potential by bringing the right people together at the right time.
- #5 Source/citation for image: https://naveendhanaraj.wordpress.com/page/5/
- #7 KEY MESSAGE: The Digital Revolution is changing the way people do everything—and organizations are facing huge challenges coping with the complexity Just as with the Industrial Revolution, we’re now in the midst of a new revolution—the Digital Revolution Massive leaps in productivity, improved global interconnectedness, and business expansion However, orgs that don’t adapt to change now die faster than ever before, as people have higher than ever expectations of how technology must work seamlessly in their daily lives Organizations are inadequately prepared to manage complex data to actually meet those expectations We call this the Business Orchestration Gap. Here are some statistics: 53% of mobile users abandon sites that take longer than 3 seconds to load But at the same time, organizations typically take more than half an hour to resolve issues, leading to significant losses—both in lost revenue opportunities and potentially irreversible hits to brand reputation By 2020, there will be 30 billion IP devices that will run real-time applications, all constantly sending streams of data that require real-time action when performance issues arise
- #8 KEY MESSAGE: This new world generates more signals that can overwhelm traditional operational processes or workflows Key Points Complexity and orchestration are increasingly difficult to manage PagerDuty makes sense of this complexity by ingesting all these different digital signals in one place After effectively defined processes, communication is the 2nd greatest roadblock to digital transformation. PagerDuty drives real-time collaboration and communication between siloed organizations Signal to action Aggregate signals Make sense of it Engagement to resolution Engage responder Orchestrate response Continuous learning Analyze & learn Pagerduty learns as you use it more
- #9 KEY MESSAGE: In this age of micro-moments, where a split second experience defines consumer perceptions of your brand, you need is a platform for real-time action. There is queued work that is totally fine for ticketing systems. But there is also work where every second matters, where ticketing just doesn’t cut it anymore. The old, reactive method of queued work in which teams are siloed and focused on manual, repetitive tasks is one that wastes time when time is now the most valuable currency. Today, how you respond to real-time issues must be automated, as the volume of data today is past a point where it’s manageable by humans. As such, organizations are realizing they must adopt new operational methods: They’re putting monitoring in place to be more proactive in detecting events They’re investing in automation to instantly route that data to the right experts who can resolve issues They’re distributing operational responsibilities and democratizing data to facilitate faster speed, collaboration, and learning
- #10 KEY MESSAGE: Organizations must empower teams to make sense of data and take action on it in real-time The platform for action empowers teams across every business function. Get data in the hands of the right people at the right time. The PagerDuty solution was the first in the market to bring people, process, systems, and data together to drive cross-functional response orchestration, and rapid issue resolution (and even prevention).
- #11 Platform for real-time work Our platform orchestrates cross-functional people in real time to turn signals into action and opportunity. We’ve built all our products on top of an enterprise class platform that: Gives you full visibility into digital service performance and powers any workflow with 200+ integrations Is architected for scale, reliability, and security -> we have large Fortune 100 companies with thousands of users on our platform Empowers teams to staff the right resources to manage operational issues with on-call management On top of that, we have product capabilities that turn all your data into insight and action Event intelligence applies machine learning to your data to surface and relate critical insights. This is tightly integrated with automated, modern incident response workflows to engage the exact right teams We also provide a layer of analytics and business visibility so leaders can understand the immediate and long-term health of services, teams, and response, and measurably understand exactly how to improve While we were founded to help DevOps and ITOps teams minimize the complexity involved in owning what they build, the ease of use of our product has enabled our customers to organically extend our products to different use cases—SecOps, Support, Business Ops, Industrial Ops, and beyond. (Cite interesting examples such as LL Bean/PA Networks for security, IBM for support, marketing use case for BizOps, etc.)
- #12 TALK TRACK: Challenges to Overcome: Growing omni-channel culture Two tech orgs operating as independent entities Divided culture and leadership Siloed operations Varying processes and standards For every minute of downtime, $200,000 was at stake PagerDuty Use Case: Facilitate the unified incident management process Govern SLA adherence Centralize on-call schedules and contact info Aggregate notifications into a single location Increase visibility and responsiveness to system issues Results / Outcomes Tech organization reporting under one CTO Consolidated tool set One IT culture Unified visibility and communication Heightened response
- #13 This revolution in digital operations is well underway and the good news is that PagerDuty has been and will continue to be a valued partner in the changes that need to take place to ensure companies remain successful. [NOTE: change list based on vertical, market segmentation] KEY TAKEAWAY: Digital Operations Management is real and companies we work with are already adapting their operations management to embrace complexity and change.
- #14 KEY MESSAGE: PagerDuty protects both an organization’s top line as well as bottom line Drive revenue & improve customer experience •Required capabilities Ingest all digital signals Real-time sentiment visibility Sentiments correlated with business services Support DevOps culture Ease of customization Positive business outcomes Fully informed customer engagement Improved brand confidence More funds available for innovation First-mover advantage High customer loyalty Mitigate business disruptions Required capabilities Automated people mobilization Responders enabled to take action Rich context from all tools Filter out alert noise; correlate events Automated, built-in postmortems Positive business outcomes Resolve issues faster w/ right people Reduce unplanned work Higher customer satisfaction (NPS) Resources focused on innovation Alignment around business response Improve operational cost efficiency Required capabilities Self-service integrations Real-time visibility into health Analytics & actionable insights Empowered team ownership Automated intelligence & response Positive business outcomes Focus on what matters Highly available services Improved team health * retention High visibility via centralized signals Continuous learning & improvement Improve people productivity & engagement Required capabilities Easy to use and configure Alert and respond to real time incidents Real-time visibility into team activities Machine and human learning Mobile-enabled Positive business outcomes Insight into employee workloads Shared ownership within teams Improved work/life balance More informed decisions Focus on innovation
- #15 Rathi Summit Keynote video link: https://www.youtube.com/watch?v=JllL9QmKUN0 A lot of legacy Many systems that are aging and weak Still building our foundation and a lot of our tools Essential in retail and world of online: being able to be up and available for our customers who will not give you a second chance if they can check out the very first time they hit your site. Building and growing stability across platform If you are able to weed the noise out of the system, you cannot move forward, you move forward pretty happily. In this disruptive world or landscape of retail, it’s really really important to keep focus and metrics and visibility to understanding our business and our customers and have the ability to pivot rapidly so we succeed as a company. In retail, we have peaks and valleys in our business. Any time there’s a promo there’s a peak in our business. Our systems really have to be real=time and be able to scale to support the peaks and valleys seamlessly. Core to our business is our customers. It is important for us to provide all those capabilities to her, where she wants, when she wants, and how she wants seamlessly. Blurring the lines between online shopping and in-store shopping in a very big way. In the past, we use to build our solutions stack specific to a brand, a market, and a channel. Plethora of capabilities complicating our system Focused on unification and simplification of capabilities across the core sphere of plan by move sell capabilities of our stack so that we can cater to all our brands seamlessly through their mobile, online and store experience by leveraging the cloud, big data, machine learning, AI, and truly going through the huge transformation of DevOps. This is where PagerDuty has played such a key role. Platform transformations across three big tracks: 1) moving to a product model that is building capabilities as product teams, 2) moving to the cloud, 3) building the DevOps mindset PagerDuty enable developers to build confidence and competency across entire stack, owning their stack all the way from development moving it into production Before PagerDuty: when something happened, had monitors, group of people woken up, whole list of engineers, everybody debugged issue, who needs to own the issue (never knew where we were in incident resolution), different set of communications needed to be reconciled before getting impact out to business this took a lot of people, a lot of time, a lot of money, cost the business dearly in terms of losing customer advantage Adopting PagerDuty across whole organization, best peak season ever, really important at this day and age to be real-time, be proactive, be predictive so we don’t impact our business, we want to allow our engineers to do what the do best, which is code and build new features and capabilities that enables our business to run much faster, and not spend so much time figuring out if it’s my issue, the app’s issue, the infrastructure’s issue, this is the pain we want to take out of our system Opportunity: PD can completely disrupt our landscape (33:21) Would like to get to: not only be predictive, but once you have all heuristic information of the prognosis that I have seen happen in the past and when this happens here are the symptoms that can impact, I am going to run these scripts, self-heal the systems or get us to a stable state without even incurring a loss or an incident or a blip in the system. The old days of having site reliability engineering can be transformed into a platform, and that’s what I’m hoping that we can do together. Let’s constantly disrupt and innovate and move the needle forward in a manner that will change the world.
- #16 Why Wait? Get started today with a free trial or schedule a complimentary proof of value with one of our Solutions Consultants.
- #17 Why Wait? Get started today with a free trial or schedule a complimentary proof of value with one of our Solutions Consultants.
- #19 KEY MESSAGE: PagerDuty protects both an organization’s top line as well as bottom line Drive revenue & improve customer experience Required capabilities Ingest all digital signals Real-time sentiment visibility Sentiments correlated with business services Support DevOps culture Ease of customization Positive business outcomes Fully informed customer engagement Improved brand confidence More funds available for innovation First-mover advantage High customer loyalty Mitigate business disruptions Required capabilities Automated people mobilization Responders enabled to take action Rich context from all tools Filter out alert noise; correlate events Automated, built-in postmortems Positive business outcomes Resolve issues faster w/ right people Reduce unplanned work Higher customer satisfaction (NPS) Resources focused on innovation Alignment around business response Improve operational cost efficiency Required capabilities Self-service integrations Real-time visibility into health Analytics & actionable insights Empowered team ownership Automated intelligence & response Positive business outcomes Focus on what matters Highly available services Improved team health * retention High visibility via centralized signals Continuous learning & improvement Improve people productivity & engagement Required capabilities Easy to use and configure Alert and respond to real time incidents Real-time visibility into team activities Machine and human learning Mobile-enabled Positive business outcomes Insight into employee workloads Shared ownership within teams Improved work/life balance More informed decisions Focus on innovation