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Digital Supply-Chain Analytics

IT is a huge investment: 3-8% of top line, according to Gartner. And it’s made for one reason – to enable staff and customers to work more effectively.

But does your investment represent money well spent? What happens when the lights are green but customers still complain? How can you de-risk and manage transformations? How do you extract the most from your investment?

These are all supply-chain management questions that remain unanswered in the world of Digital Supply-Chains, until now.

Thumbnail of analytics showing a Digital Supply-Chain Analytics showing a Digital Supply-Chain

Analytics showing a Digital Supply-Chain with identification of weaknesses impacting the experience of users.

The business immediately knows that attention should be focussed on the WAN to have the greatest effect on customer and staff experience.

When everything appears to be fine, but customers and staff are still complaining, your Digital Supply-Chain isn’t working properly and the business isn’t enabled, it’s hindered.

With business transformations, you’re building new Digital Supply-Chains: new networks, datacentres, applications… Can you be confident that your new Digital Supply-Chains won’t harm the business? Failure to meet business KPIs risks brand, operations and efficiency.

Every part of the Digital Supply-Chain seems to require continuous investment. But you have finite resources – how do you know where to invest where your customers and staff will notice most?

Recognised by analysts as an emerging new sector concerned with the human impact of IT, Digital Supply-Chain Management answers these questions.

This is what Actual Experience does. We enable business leaders to manage their digital investment better by providing the linkage between IT and business KPIs.

Kept awake by business transformations?

Transformations keep business leaders awake at night. New Digital Supply-Chains emerge as networks, applications, datacentres and suppliers change, and you need to be sure that staff and customers will be able to work well from the inception of change.

One of the greatest risks is that, quite simply, you don’t get what you’ve paid for – people can't work as well as they should, or there are teething problems that hinder staff and customers. The business is affected, sometimes severely, and the value of the investment is brought into question.

Our Analytics enable businesses to harden their Digital Supply-Chains, giving you confidence that new services will meet business KPIs. You can be certain that, from the moment of transformation, staff and customer experience will be all it should.

Thumbnail of analytics showing change in Human Experience as a result of an infrastructure change Analytics showing change in Human Experience as a result of an infrastructure change

The first view shows poor Experience in all locations – and yet close to the limits of the Digital Supply-Chains.

In the second view, infrastructure transformation was enacted, but before staff were moved to the new platform, our Analytics proved that the experience would be improved to the corporate standard required – proving the value of the investment and ensuring there is no risk to the business at the moment of change.

Automatic triage tells you if there are weaknesses in your new Digital Supply-Chains – and what to do about them – before the service goes live.

When those weaknesses have been remedied, our Analytics prove that your investment was justified, by benchmarking Human Experience before and after transformation.

By linking the effects of transformation to the experience of staff and customers, we give decision-makers the confidence to act when change is required.

Click here to see how one of the world's leading publishers relied on us to give them the confidence to transform their business.

Confident you're investing effectively?

Your Digital Supply-Chains demand seemingly continuous investment, so how do you focus finite resources where customers and staff will notice most?

Technical metrics struggle to justify investment. If throughput increases 50%, will anyone notice? Is an application response time of 50ms good or bad? Is investment justified to reduce that to 20ms? It’s impossible to link technical performance data to business KPIs.

Thumbnail of analytics showing best-possible comparison with Human Experience Analytics showing best-possible comparison with Human Experience

For Calypso, you need to focus resource not infrastructure investment. We've identified where the problem lies that's hurting people and our diagnosis will tell you what to do about it.

For SAP, the Digital Supply-Chain is performing as well as it can, but staff experience is still poor. Service Management and support focus can't change that fundamental constraint – investment is needed.

Often, spend is targeted at areas that are perceived to perform poorly – “the network’s slow” or “we need bigger servers”. There’ll always be a technical reason to spend money, but how can you be confident that you’ll improve staff and customer experience by investing here rather than there? What if the experience doesn’t improve? Have you just wasted part of your budget?

Our Analytics directly benchmark the experience of staff and customers across your Digital Supply-Chains. You’ll know exactly where the weaknesses are that hinder people and hurt the business and you’ll know how to fix them – you’ll have information to understand whether it’s a service management issue, an external supplier or whether investment really is justified to remove a bottleneck.

Then, once investment has been made, you’ll have a before and after benchmark of human experience – giving you the ability to justify spend in the only way that really matters to the business – proving that staff can work better and customer experience is improved.

We directly link the performance of your IT estate to the experience of staff and customers; enabling smarter, more focussed investment and better supplier management across the most complex of Digital Supply-Chains.

Lights green, but customers still complaining?

Poor human experience hurts the business

73% of performance problems are reported by end users rather than detected by monitoring tools. (Forrester)

Only 2% of users complain about bad experience. (Gartner)

Up to 9% top line is lost through underperformance in IT. (Aberdeen Group)

All the lights are green and the SLAs are being met. IT services are working well.

Except they’re not. Customers and staff are still complaining, even though the instrumentation says that everything’s fine.

What’s going wrong? Like dark matter, you know there’s something there, but it’s elusive. Desktop, WiFi, LAN, WAN, datacentre, cloud, Internet – there’s an extraordinarily complex set of moving parts to grapple with.

It’s all too common and immensely frustrating. You find yourself chasing shadows – everyone working diligently for days, weeks or months, trying to diagnose a problem they can’t see.

As staff and suppliers are pulled into ever-larger service management meetings, resources are wasted and costs rise. And all the time the business is impaired – efficiency, morale, revenue and even brand can be affected.

Our Analytics cut to the heart of the problem. In a matter of hours, our automated triage will tell you, at a glance, what’s hurting your business – whether internally or externally in your Digital Supply-Chain.

We won the Institution of Engineering and Technology 2012 Award for Innovation in IT, and the IET said that:

“Actual Experience has been recognised as the only company in the world that can automatically create an IT Supply Chain view based on user experience and zoom in to pin-point and help solve IT problems that are affecting staff”

Thumbnail of Digital Supply-Chain Analytics showing a Digital Supply-Chain
A Digital Supply-Chain highlighting the problem that's hindering staff and customers

Now the scenario is very different – auto-triage alerts you to weaknesses in your Digital Supply-Chain as soon as they occur. You know exactly where the problem lies – in your own infrastructure or in that of an external supplier – and you have the information required to take immediate action, healing staff and customer experience.

Business operations and brand are protected, expensive and frustrating shadow chasing is avoided and customer satisfaction is increased.

Read a case study to see how we took less than a week from initial engagement to deploy our Analytics and identify a problem that had plagued a business for six months.

Enterprise

We’re deployed across the world’s most complex Digital Supply-Chains –spanning multiple geographies, dozens of suppliers and thousands of users.

We deliver business Analytics that improve management of the suppliers, services and infrastructures that have a profound impact on multi-$bn lines of revenue:

De-risk business transformation

Automated analysis proves that new services deliver the expected experience to staff and customers and that investment is justified

Identify and remediate weaknesses in your Digital Supply-Chains before services go live – protecting brand, investment and customers’ experience

Understand what would be experienced in any location, before deployment decisions and investments are made

Focus spend and drive cost out of IT

Understand where to target investment to the greatest effect on staff and customer experience

Identify areas where spend can be delayed or avoided and where budget is wasted on over-provision

Improve procurement and supplier life-cycle management through quantified analysis of staff and customer experience

Continuous service improvement across the entire IT estate

Police suppliers’ performance with respect to the staff and customer experience of the services delivered

Benchmark the best human experience the IT estate can support and identify weaknesses that prevent the achievement of that standard

Benchmark any location against a ‘corporate standard’ of human experience for any service and understand how to close the gap

Continuously quantify staff and customer experience. Identify issues even when all the technical lights are green and triage Digital Supply-Chains from the critical perspective of customer and staff experience

Actual Experience’s Analytics are used by some of the world’s leading businesses, including ThomsonReuters, Deutsche Post DHL, SABMiller, Standard Bank, Condé Nast International, Kingfisher and Maersk.

Mid-Tier

Our business Analytics help customers extract maximum value from their IT investment and automate service improvement across their entire Digital Supply-Chain:

Focus spend and drive cost out of IT

Understand where to target investment to the greatest effect on staff and customer experience.

Identify areas where spend can be delayed or avoided and where budget is wasted on over-provision.

Improve procurement and supplier life-cycle management through quantified analysis of staff and customer experience.

Continuous service improvement across the entire IT estate

Police suppliers’ performance with respect to the staff and customer experience of the services delivered.

Benchmark the best human experience the IT estate can support and identify weaknesses that prevent the achievement of that standard.

Benchmark any location against a ‘corporate standard’ of human experience for any service and understand how to close the gap.

Continuously quantify staff and customer experience. Identify issues even when all the technical lights are green and triage Digital Supply-Chains from the critical perspective of customer and staff experience.

De-risk business transformation

Automated analysis proves that new services deliver the expected experience to staff and customers and that investment is justified.

Identify and remediate weaknesses in Digital Supply-Chains before services go live – protecting brand, investment and customers’ experience.

Understand what would be experienced in any location, before deployment decisions and investments are made.

Actual Experience’s Analytics are used by organisations in every sector including financial (Charles Stanley), media and broadcasting (ITV), manufacturing (ColArt), education and training (Firefly), healthcare (Priory Group), high tech (e2v), logistics (Metro Shipping), charity (The Salvation Army) and legal (Capsticks).

MSP

Actual Experience works with many of the world’s leading service providers. We’re used to improve customer satisfaction and retention, improve service/support processes and resourcing, manage complex outsources, de-risk transformation, identify new revenue opportunities and differentiate managed service offerings:

Continuous service improvement

When all the SLAs are met and all the lights are green, it’s hard to know where to look when customers complain of poor experience. Tickets stay open, expensive engineers chase shadows and customer satisfaction is badly affected.

We cut straight to the heart of the problem, not only to isolate the weaknesses that affect your customers’ experience, but also to conclusively prove when the issue lies with another supplier or the customer themselves. Fast and informed responses improve customer relationships and time-to-fix, and improve cooperation with other suppliers in the Digital Supply-Chain.

New revenue opportunities

Our Analytics show you the entirety of the customer’s Digital Supply-Chain – from users to the content they consume. We deliver an understanding of what’s working well and what’s not, from the critical perspective of human experience.

With this information, you see every part of your customers' IT estates and can target sales effort where it will have the greatest resonance and effect. This is proven to be an extraordinarily powerful method of sales engagement – delivering proof of where new products and services will have the greatest effect.

De-risking business transformation

Our Analytics deliver an automated analysis to prove that new services deliver the expected experience to staff and customers and that your customer’s investment is justified.

You’ll have the information to identify and remediate weaknesses in Digital Supply-Chains before services go live – protecting customer and supplier brand, investment and experience. Further, we provide an understanding of what would be experienced in any location, before deployment decisions and investments are made.

ISP

Both business and consumer ISPs use Actual Experience to improve customer satisfaction, reduce churn, focus infrastructure investment and differentiate by providing a better experience of the applications customers care about.

We’re deployed inside providers and our BBFix project already caters to 100s of consumers. We’ve provided Analytics for everything from Facebook to hosted webmail to Office 365.

Ofcom has used our service to help understand the state of ‘digital Britain’, by analysing consumers’ experience of commonly used Internet applications like iPlayer, Skype, VPN services and global DNS.

Reduce churn and support costs

When subscribers complain, but all your lights are green, we’ll tell you why. Whether the issue lies with the user’s WiFi, the local exchange, the ISP’s core or an upstream provider, we isolate the weakness.

Diagnostic triage is automated and the ISP can prove where the problem lies and take action – eliminating the shadow chasing that’s so costly in support resources and customer satisfaction.

Focus investment to greatest effect

With 10s or 100s of millions invested in national and international cores, understanding of where to focus spend is a critical factor. By linking the performance of your network to the experience of customers, we give you the information to prove where investment will have the greatest effect on their customers – driving retention and competitiveness.

Conversely, our Analytics show where spend on, e.g. upgrades can be delayed or avoided – keeping a tight control on costs and ensuring that any investment is directly linked to the requirements of the business.

Increase market differentiation and customer acquisition

Because our Analytics baseline the human experience of services delivered over any infrastructure, they deliver a competitive edge – you can prove that customers will benefit from your services and that experience of the applications your subscribers care about will be improved.

Cloud

Cloud providers use our Analytics to give visibility across complex, global Digital Supply-Chains – driving service improvement, customer satisfaction and competitive differentiation.

Whether you use public, private or hybrid infrastructures, our Analytics show the entirety of the infrastructure that your customers rely on for the delivery of your services – de-risking transition to the cloud and new service delivery:

De-risking transition and transformation

Our Analytics deliver an automated analysis to prove that your services deliver the expected experience to staff and customers and that the customer’s investment is justified.

Whether services are delivered over public, private or hybrid cloud, you’ll have the information to identify and remediate weaknesses at any point in the Digital Supply-Chain – protecting both your and customer brand, investment and experience.

Further, we provide an understanding of what would be experienced in any location, before deployment decisions and investments are made – speeding up decision-making and mitigating risk of adoption.

Continuous service improvement

When all the SLAs are met and all the lights are green, it’s hard to know where to look when customers complain of poor experience. Complex public or hybrid cloud solutions only increase the challenge.

We give you the information you need, not only to isolate and remediate weaknesses that affect your customers’ experience, but also to prove conclusively when the issue lies with another supplier or with the customer. Not only does this improve customer relationships and times-to-fix, but it removes any perception of risk in adopting cloud-based delivery.

Increase market differentiation and customer acquisition

Because our Analytics baseline the human experience of services delivered over any infrastructure, they deliver a competitive edge – allowing you to prove that customers will benefit from your services and that the experience of the applications critical to the customer will be improved.

Integrator

Integrators deploy Actual Experience to improve service and control cost in complex, multi-vendor environments. We help to improve customer satisfaction and retention, improve service/support processes and resourcing, de-risk transformation, identify new revenue opportunities and differentiate managed service offerings:

Continuous service improvement of outsourced Digital Supply-Chains

When all the SLAs are met and all the lights are green, it’s hard to know where to look when customers complain of poor experience. The challenge is even greater in multi-vendor, multi-supplier environments.

We give you the information you need, not only to isolate and remediate weaknesses that affect your customers’ experience, but also to conclusively prove when the issue lies with another supplier or with the customer. Not only does this improve customer relationships and times-to-fix, but it greatly improves cooperation with other suppliers in the Digital Supply-Chain.

New revenue opportunities

Our Analytics look at the entirety of your customers’ Digital Supply-Chains – from users to the content they consume. We deliver an understanding of what’s working well and what’s not, from the critical perspective of human experience.

With this information you can see every part of your customers' IT estates and target sales effort where there is clear evidence of opportunity to improve customer experience. This is shown to be an extraordinarily powerful method of sales engagement – proving which vendors, products and services will deliver the most value to the customer.

De-risking business transformation

Our Analytics deliver an automated analysis to prove that new services deliver the expected experience to staff and customers and that the customer’s investment is justified.

You have the information to identify and remediate weaknesses in Digital Supply-Chains before services go live – protecting customer and supplier brand, investment and experience. Further, we provide an understanding of what would be experienced in any location, before deployment decisions and investments are made.

Consultant

We work with consultancies of all sizes to strengthen customer engagements, de-risk business transformation and focus budgets and investment.

Our Analytics provide a continuous audit of a customer’s entire IT estate – benchmarking suppliers, vendors and services against the experience of the customer’s users.

We’ll enable you to develop and improve KPIs, manage your customers thought transformations and deliver continuous service improvement.

We’ll help you drive deeper and broader customer engagement:

Our Analytics give visibility of the entirety of the customer’s Digital Supply-Chain – from users to the content they consume. We deliver an understanding of what’s working well and what’s not, from the critical perspective of human experience.

Prove the effect of IT: where weaknesses hinder staff and customers; where investment is needed and where it’s not; where customer retention has been affected.

De-risking transition and transformation

Prove that new services deliver the expected experience to staff and customers and that the customer’s investment is justified.

Identify and remediate weaknesses in the Digital Supply-Chain that affect human experience – protecting brand, investment and experience.

Understand what would be experienced in any location, before deployment decisions and investments are made – speeding up decision-making and mitigating risk of adoption.

Focus customer spend and drive cost out of IT

Understand where customers should target investment to have the greatest effect on their customer and staff experience.

Identify areas where spend can be delayed or avoided and where budget is wasted on over-provision.

Improve procurement and supplier life-cycle management through quantified analysis of staff and customer experience.

IET Innovation Award Winners 2012Cisco BIG Awards Winner 2013Red Herring Top 100 Winner 2014BCS Winners 2013BCS Winners 2014Impact Award Winners 2014
BCS Winners 2013
BCS Winners 2014
Red Herring Top 100 Winner 2014
Cisco BIG Awards Winner 2013
IET Innovation Award Winners 2012
Impact Award Winners 2014