CX Monitoring

With OOTB 200+ KPIs, our team will help you optimize revenue, reduce costs, and improve customer experience.

Innovation creates a more complex technology architecture that doesn’t easily scale and cannot be fixed by simply increasing manpower at the problem. Knock down silos and build an environment capable of monitoring an entire application flow resolving issues in real-time, as soon as they appear and before the customer is impacted. AIOPSGROUP is accomplished in data strategy, digital monitoring implementation, alerts and escalation, analysis and investigation, and mitigation of issues reported.

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Use Cases

Payment Processing

PayPal Failure Leads to 2.5M Loss

CX Monitoring discovered an intermittent issue with PayPal. The issue led to failed sessions, customer frustration, and an average loss of 1.2 million EUR monthly. The customer confirmed a revenue loss of 2.5 million EUR due to this unresolved issue. With other clients, CX monitoring detected an expired Apple Pay certificate resulting in a $200,000 revenue loss, and Amazon Pay not working resulting in $25,000 lost revenue.

Order Management

Gift Card Fraud Costs 400K

Fraudsters are using bots to brute-force online gift cards. These incidents trigger a staggering monthly revenue loss of up to $400,000. The CX Monitoring team noticed that there were multiple fraudulent attempts during peak times (e.g. 374 attempts on a single order), testing all available payment methods. Despite the customer’s strong fraud prevention system, 1% of cases allowed end users to place orders. Once the issue was fixed, 2.1 million USD was saved in charged-back fees.

Product Management

All Products are on 60% Sale

An internal error by a global sports brand triggered an unforeseen online retail event, with all products marked down by a significant 60%. AIOPSGROUP, a valantic company, instituted KPI monitoring specifically tailored to monitor abnormal price fluctuations. This proactive measure ensures swift detection and rectification of similar incidents in the future, safeguarding revenue streams and bolstering operational resilience.

Payment Processing

Klarna's Disappearance Triggered Payment Velocity Boost

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.

CyberSource Error Visibility

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.

Decoding Random Provider Errors

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.

Order Management

Preventing Order Backlog Crisis

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.

Keeping Orders on Track with SLA Alerts

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.

Troubleshooting Fulfillment Glitches in Order Management

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.

Investigating Returns and Resolving Order Issues

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.

Securing Revenue by Preventing Fulfillment Without Payment Capture

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

Product Management

Vigilant Monitoring of SFCC

Over the last 15 years and 250+ 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.

Safeguarding Against Price Export Glitches

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.

CX Monitoring Delivers Minute-by-Minute Data Oversight

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.

Technical Performance

Boosting Revenue by €1M Annually Through Template Error Detection

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.

Proactive Monitoring of Salesforce Tasks

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.

Safeguarding Against Unauthorized Production Changes

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.

Real-Time Monitoring for B2C Commerce Security

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.

Monitoring Addresses SLA Breaches in Order Progression

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.

Uncover the Hidden Possibilities of Your Business: Explore the Benefits of Customer Experience Monitoring in Our Expert White Paper

CX Monitoring White Paper

Why AIOPSGROUP?

We Bring Expertise

With 15+ years of experience, and 250+ successfully executed eCommerce projects, AIOPSGROUP is well versed in the issues the digital retailers are facing and recognizing that data must be managed holistically. CX Monitoring knocks down silos and builds an environment capable of monitoring the entire application flow resolving issues in real- time, as soon as they appear and before the customer is impacted.

We Now Offer 200+ Out of the Box KPIs

Client organization’s ongoing digital transformation is driven by business needs and real-time insight into end-user journey patterns. What data will drive (or derived from) your business growth? What KPIs do we need to monitor? AIOPSGROUP measures “metrics that matter” for your business. When defined, KPI’s are calibrated to customized thresholds for real-time escalation and mitigation. We started with 100+ KPIs and are now tracking 200+ based on constant monitoring, learning and feedback from our customers.

We Are a Single Provider for Multiple Vendors

Today, digital retailers are interested in combining several monitoring functionalities from a single provider to not only reduce tool and vendor management pain but also to gain new capabilities. Also, with increased visibility into siloed performances of each system and vendor, AIOPSGROUP becomes a single vendor for 3rd party escalations and 3rd party SLA performance monitoring, to allow digital retailer internal teams to focus on their core roles.

We Deliver Fast Time-To-Market

Fast time-to-market is almost always a requirement for retailers and brands. Leveraging pre-defined implementation and activation process, AIOPSGROUP offers 4 weeks of implementation for 200+ OOTB KPIs. Rapidly deploy CX Monitoring so that every person in your organization has the right access to the right data, and the ability to turn it into mission-driving action.

Experience a live demo, get answers to your specific questions, and find out why CX Monitoring is the right choice for your organization.