"Traditional analytics tools would have taken months to locate the issue, which could have been costly for Charles Stanley in terms of lost productivity and reputation."

Michael Bennett, Chief Operating Officer

Charles Stanley is one of the UK’s leading Wealth Management firms and has been helping clients achieve their financial objectives for over 200 years. Working with charities, institutions, financial advisers and individual clients, they have created financial security for many tens of thousands of people, and currently manage and administer in excess of £20 billion. With a network of over 25 offices across the UK, Charles Stanley place great importance on providing clients with the highest standard of service every step of their financial journey.

The Challenge

Charles Stanley was experiencing repeated IT service problems with crucial internal systems over several months. This led to:

  • Frustrated employees and lower productivity
  • Data centre, network, application and server teams regularly gathering to investigate what was going on, costing time and money as they struggled to find solutions
  • Existing tools not finding the source of the problem
  • The nature of its investment business meant these service problems risked being very costly to the organisation

“I had everyone saying it was everybody else’s fault, yet nobody was coming up with any answers” Michael Bennett, Chief Operating Officer

The Results

  • magnifying_glass
    Rapid identification (within days) of the issue
  • partners

    Increased employee productivity

  • tick
    Significant improvement in service performance
  • analyse
    Charles Stanley can now continuously analyse and improve its digital business performance, measuring the cost of and return on its digital business investments.

“The most important thing for us, and what made Actual Experience extremely valuable, was being able to pinpoint the Human Experience Issue in the digital digital eco-system, and say that's where your problem is - now go away and fix it.”

Michael Bennett, Chief Operating Officer, Charles Stanley

Our Approach

  • 23
    Digital User

    Digital Users deployed

  • 3

    Business applications measured

  • 1

    Summary dashboard

  1. 1

    Actual’s analytics software helped Charles Stanley understand the correlation between their employee’s experience of the internal services and the cause of the issue amongst the many businesses, technologies, networks, data centres and applications involved in the delivery of the services.

  2. 2

    In this case Charles Stanley wanted to check the web front-end of the application server, database server and internal SharePoint Service.

  3. 3

    Actual Experience’s unique approach of performing millions of calculations per minute to correlate the cause of bad behaviour in a digital journey and the effect this has on user experience, quickly provided Charles Stanley with the information they needed to act and resolve the issue affecting their employees experience.