Confidential, Dynatrace, LLC

SWAROVSKI SHOWCASE

BRINGING SPARKLE TO EVERY CUSTOMER EXPERIENCE RENE NEUBACHER, SENIOR IT BUSINESS CONSULTANT, SWAROVSKI

Founded 1895

26,000 employees

EUR 2.6B annual revenue

World’s premier jewellery & accessory brand

Bringing sparkle to everyday lives

RENE NEUBACHERSENIOR IT BUSINESS CONSULTANT, SWAROVSKI.

Started 1999 at the datacentre (DBA, Server admin for SAP and non SAP systems) Responsible for the “new” systems like Intra- and Internet presence Strongly focused on end user experience and the process as whole

Since 2007 B2C department -> Operations Management Trainer Licenses in fitness (worked 8 years as personal trainer), tennis, ice hockey and soccer

| 60M Visitors | 6 LANGUAGES | CENTRALLY HOSTED | COMPLETELY CUSTOM |

DRIVING FACTORS FOR ME AND MY TEAM?

SAME OR DIFFERENT?

[WITHOUT] COMPLETE VISIBILITY

SERVERS

MANPOWER

DAILY LOG SCRAPING

CUSTOMER REPORTS PROBLEM & A FEW DAYS

LATER IT IS FIXED

TRADITIONAL MONITORING

Not available or slowAvailable and meets expectations

Web Server

Systems

SAP

Database

Network

Application

End-User Service

99%

99.9%

99%

99.9%

99.99%

99.9%

?

SLA Compliance

?

Who cares about the real User Experience… and monitors thewhole Service?

MONITORING

WE NEED TO SEE IT ALL FROM THE VIEW OF OUR CUSTOMER

DEVOPS: COLLABORATION FOR INCREASED SPEED & IMPROVED

QUALITY

PROACTIVE , DON‘T REACT

DISCOVER THE ENTIRE INFRASTRUCTURE

MAINTAIN DYNAMIC SERVICE MODEL ACROSS A CONSTANTLY

CHANGING INFRASTRUCTURE

NEEDING FAST ANSWERS TO QUESTIONS LIKE THESE..

• How often is the Service Desk called before IT knows that there is a problem?• How much time is spent in searching for the error vs. time spent in building

new features?• How much revenue, image, productivity was lost while IT specialists were

searching for the problem?• Do we have a process to find the root cause when a User has a “problem”?• How do we visualize our Service from the customers point of view?• What do we do when someone says: “It’s slow!” ?

END TO END USER EXPERIENCE VISIBILITY

Confidential, Dynatrace, LLC

www.dynatrace.com

WE CHOSE

WHY DYNATRACE

END TO END VISIBILITY

EVERY USER, EVERY TRANSACTION,

EVERYWHERE

SHARED DATA FOR BUSINESS & IT

OUR DASHBOARDS FOR BUSINESS AND OPERATIONS

SEE IMPACT OF PERFORMANCE ON

ORDERS

LOOKING AT OUR SWAROVSKI ONLINE SHOPCheckout Process:

…SWAROVSKI ONLINE SHOP

Checkout process:

…SWAROVSKI ONLINE SHOP

Checkout process:

PAYMENT INTERFACES

Key Benefits

END TO END CUSTOMER VISIBILITY

Provide insight into user behavior, allowing quicker reaction to customer issues

APPLICATION PERFORMANCE

• Pinpoint the root cause• Improved MTTR

REAL TIME BUSINESS INSIGHTS

Real time visibility into business impact of issues so team can easily prioritise

MAKING THINGS CRYSTAL CLEAR WITH COMPLETE VISIBILITY

Confidential, Dynatrace, LLC

www.dynatrace.com

WE CHOSE DYNATRACE