Waitrose has deployed the AppDynamics Application Intelligence Platform across its website portfolio to support its ongoing digital strategy and help deliver seamless online shopping experiences to customers. The Waitrose team will leverage actionable insights into the customer journey in order to ensure that it delivers an intuitive omnichannel experience where digital interactions are in tune with the personalised service customers receive in-store.
The AppsDynamics platform promotes collaboration between Waitrose’s eCommerce team and the wider business, enabling the retailer to make cross-departmental data-driven decisions, and to correlate application insights with challenges from across the organisation, helping departments work together to fine-tune the customer experience.
“During the trials alone, AppDynamincs has enabled Waitrose to spot previously invisible code and database-level issues that were impacting application performance and, consequently, user experience, said Alex Bowles, head of IT operations, eCommerce at Waitrose. “Customers no longer distinguish between online and offline experiences – they expect retailers to understand them and delivery intuitive and personalised services,” added Bowles. “We’ve been able to spot application and database issues earlier and quicker, helping us to act faster to improve our digital services – its been a real light bulb moment for the rest of the business.”
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