CX Monitoring

CX Monitoring is designed to catch stealthy disruptions. Klarna – a critical payment method – vanished from a high-traffic customer website. They discovered that the iframe was hidden by security five days later. Our solution provides instant alerts if any payment instrument goes AWOL on a single website, safeguarding the revenue flow for orders already in the pipeline.

CX Monitoring recorded random Payment Provider’s 4xx response code rather than success. This was confirmed but root cause analysis was not able to determine the cause and timing. This was not a bug in the code but a Payment Provider failure. Retry logic was implemented to retry the Payment Provider call up to 3 times before failing the order.

On 21 April 2025, DDoS attacks took Adyen’s EU processing cluster offline, risking €175K in turnover. CX Monitoring detected the issue within seconds, triggering real-time alerts that let teams reroute traffic to alternative payment rails within minutes, restoring checkout flows and protecting revenue. Post-mortem simulations have since further cut notification times.

A leading children’s retailer saw a 50% drop in failed orders. By integrating error insights from CyberSource, including Payment Integration 1XX and Address Validation 4XX errors, CX Monitoring boosted their ROI and customer experience.

The average return rate for online purchases is 18.1%. The majority of e-commerce returns occur at the beginning of each year, during January. 30% of online shoppers overspend and actively seek ways to return the products they do not want. Elevated returns may indicate product or delivery issues. Troubleshooting drills down into return reasons, customer, and shipping details to identify underlying issues and protect revenue streams.

Most Salesforce  Commerce Cloud customers have integrated between 40 and 60 services. CX Monitoring provides complete transparency and real-time visibility over all third-party SLA performance. The SLAs are broken by some services, which are available between 20% and 80% of the time. Even services running 99.9% of the time can experience more than a 50% error rate which results in revenue loss of 8% to 12% annually.

CX Monitoring caught a sudden plunge to zero orders at one regional storefront. Live dashboards revealed a gap in eCDN requests alongside spikes in 500 and 4xx errors – clear signs that the CDN layer had broken. During the two-hour window about 850–900 orders with a $75 average value were lost, wiping out roughly $60–65K in sales. Synthetic testing wasn’t enabled for this client – had it been, the alert would have arrived even faster, trimming downtime and safeguarding revenue.

Issues arise when OMS processes fail to initiate fulfillment for new orders. Troubleshooting focuses on key segments like billing, shipping, payment, and customer details for resolution. Addressing these issues not only ensures customer satisfaction but also supports cost-saving, as efficient order management reduces operational expenses and minimizes revenue loss due to delays or errors.

Instances occur where orders proceed to fulfillment in OMS without prior authorization and payment capture, prompting the need for rectification to ensure revenue security.

A customer had several thousand orders stuck in an intermediate state and not processed to OMS. If this had continued, these orders would have been canceled. CX Monitoring reported the issue in a matter of minutes preventing the orders and revenue in the system from failing.

Over the last 5+ years and multiple SFCC implementations, AIOPSGROUP observed the wrong or delta file uploads, where major products and availability are overwritten from the customer side. AIOPSGROUP is monitoring for changes in product availability, online products, products without images, products online without availability, products without proper taxation setup, and raising alerts for inconsistencies.

Due to an export issue, several of the customer’s products were set at the price of 0 on the storefront. Consequently, this issue managed to generate around 800 orders of 0 value or with products containing products with a value of 0. The losses in revenue were significant as all those orders needed to be canceled. AIOPSGROUP set up an alert to monitor such scenarios, in addition eliminating this possible issue for all the existing customers.

Responding to a Customer’s request, CX Monitoring was enhanced to ingest SFCC OCAPI data and logs every minute. This enables the Customer team to monitor the performance of their operations almost instantly, facilitating resource allocation in case of issues and thereby maximizing site uptime.

CX Monitoring identified a high rate of failed customer sessions (15-20%). After root cause analysis, AIOPSGROUP, a valantic company managed to link sessions to specific template rendering errors coming from the SFCC logs. Resolving this issue resulted in additional revenue of 1 million EUR per year.

There are a lot of customers with 20+ different websites and multiple jobs per site. Whenever a job is stuck it cannot be monitored manually for all sites. AIOPSGROUP, a valantic company implemented KPIs to monitor Patterns in Job errors visible in the dashboard. There are alerts triggered and escalated for failed jobs.

This feature is designed to address the critical need for transparency and accountability in managing changes to production environments, which is particularly important for businesses in heavily regulated industries or those concerned with data privacy and security, including SOX compliance. Access real-time visibility into production changes, receive daily alerts for manual changes, detect and address malicious activities, export unlimited historical data, categorize changes by type, automate approvals, and enforce development best practices to minimize excessive production changes.

Business Manager serves as the focal point for Salesforce B2C Commerce operations, necessitating robust security measures. Real-time Security Logs track role assignments and permission changes, leveraging new data sources for enhanced monitoring. Immediate alerts for ADMIN role assignments and permission alterations ensure proactive security management.

A comprehensive report tracks the entire order progression, from storefront creation to final delivery to the customer, highlighting intermediary states like transfer delays between systems. Emphasizing SLA breaches, such as delayed transfers affecting inventory and delivery, is a primary aspect of this report.