1、7 e-commerce leaders deliver for customers when traffic peaksResilience on Black FridayTable of ContentsQuantum Metric.6Lenovo.8Stripe .9Tesco.10Dominos.11PUMA .12CAINZ.133Resilience on Black Friday|SplunkFew occasions test system resilience more than Cyber Week,the five-day period between U.S.Thank

2、sgiving Day and Cyber Monday.In the peak hour of Cyber Monday last year,1 U.S.consumers spent$12 million online every minute,meaning even a few minutes of downtime could be catastrophic for business.Its not just the U.S.that participates in high traffic digital shopping.Brought to you by Global Mark

3、etplace,Click Frenzy is modeled on Cyber Monday and takes place on an Australian e-commerce platform.11.11 is a massive e-commerce day in Asia.The speed of business has changed.And with digital transformation comes increased expectations.$8.9 billion was spent on Black Friday in 2021.$10.7 billion w

4、as spent on Cyber Monday.Cyber Week drove a total of$33.9 billion in online spend.If those numbers fail to impress,then how about this:If a customer spends more than three seconds on your webpage waiting for it to load,they will leave quicker than it takes to say,“Please dont go.”As customer expecta

5、tions have risen,theres more pressure to find and fix problems faster.This leads to three main challenges:Slow and inefficient troubleshooting Limited visibility into customer experience Degraded service performance from new deploymentsIn a modern e-commerce world,slow is the new down.If a complete

6、crash and a 404 page on Cyber Monday is the stuff of nightmares,then a very slow page is a bad dream.Poor,buggy web performance can result in increased cart 1Adobe Blog:Trends and Research,11/30/2021$8.9 billion was spent on Black Friday in 2021.$10.7 billion was spent on Cyber Monday.Observability

7、on the busiest shopping day4Resilience on Black Friday|Splunkabandonment rates and ultimately drive customers to shop at competing sites.Unhappy customers might never return.Well save the horror stories for Halloween.The consequences of poor digital experiences are severe.The margins between success

8、 and failure are slim.According to IDC,in large enterprises,the cost of downtime for critical applications often ranges from$500,000 to$1,000,000 per hour.On a busy shopping day,these numbers could be even higher.In 2017,40%of shoppers abandoned a website that took more than three seconds to load.In

9、 2021,up to 87%abandoned a website that took more than two seconds to load.Google aims for under half-a-second load time.Resilient organizations unify security,IT and DevOps to gain visibility across their systems.With digital experience monitoring(DEM),your organization can achieve greater observab

10、ility,keep up with an optimal customer-centric digital strategy and respond to problems more effectively.While many online retailers worry about downtime and outages during the holiday season,a website being“up”doesnt mean its delivering a delightful customer experience.Instead,removing friction suc

11、h as latency and issues adding to cart from the checkout flow has been shown to not only increase successful checkouts,but also cart size and returning shopper rate.Splunk is a strategic partner in our cloud journey.The Splunk platform is a key part of understanding whats going on with our customers

12、 and how they use our products,so we can get innovation into their hands sooner.”Brad Peterson,Executive Vice President and CTO/CIO,Nasdaq“5Resilience on Black Friday|SplunkAccording to a report by Deloitte,2 increasing mobile speed leads to increased conversions.Based on a 0.1s natural mobile site

13、speed improvement,retail conversions increased by 8.4%and average order value increased by 9.2%.To eliminate friction and create an optimized shopping experience this Cyber 5 season,retail brands could benefit from incorporating observability,and more specifically,synthetic monitoring into their e-c

14、ommerce operations.Synthetics could be installed before any of these major holidays to detect potential issues on your site before any customers do.The companies we feature here use Splunk to build resilience across all their digital systems,so they can accelerate time to find and fix issues,absorb

15、shocks like spikes in demand,and as youll see in these pages,ultimately transform their business.With Splunk,these organizations can predict and prevent major outages.They go beyond simple monitoring.They are e-commerce leaders who integrate continuous monitoring,predictive issue detection,and intel

16、ligent web,API and mobile optimization into their observability practice.Here are top strategies seven e-commerce leaders use to stay up and stay resilient when their traffic peaks.2Milliseconds Make Millions,Deloitte Digital6Resilience on Black Friday|SplunkQuantum MetricKey ChallengeRapidly growin

17、g company and Splunk partner Quantum Metric needed visibility into their increasingly complex infrastructure and applications to better support their customers,especially during high volume events like Cyber Monday.Key BenefitWith Splunk Observability Cloud,Quantum Metric has clear visibility into t

18、heir architecture to help developers work more productively,improve capacity planning and better fulfill customer needs.96%faster application development,increasing developer productivity99.9%average success rate for availability95%reduction in pending CI jobs due to better assessment of capacity ne

19、eds When I think about observability,Im thinking from top down and bottom up.Its the actionable insights you collect from your entire system,not just one piece,that tells you the health of your environment.”Brent Miller,Senior Director of Cloud Operations,Quantum Metric“7Resilience on Black Friday|S

20、plunkThriving with data during the biggest shopping event of the year2021 unicorn Quantum Metric helps companies like Alaska Airlines,Lululemon and Crate&Barrel serve their customers better every day.The company has developed a Continuous Product Design(CPD)solution that unlocks real-time customer i

21、nsights so businesses can prioritize,build,test and iterate quickly,leading to even better digital products.As CEO Mario Ciabarra likes to say,they help companies do what theyre already doing,only better and faster.The busiest time of year for Quantum Metric is Cyber 5,the period from Thanksgiving t

22、o Cyber Monday that kicks off the winter holiday shopping extravaganza.During these five days alone,the platform handles well over a billion sessions more than 5%of their total volume for the year.A lot of preparation goes on behind the scenes so they can expand their platform rapidly while maintain

23、ing high availability and sustaining the optimal performance their customers expect.At times like these,observability is critical.“This year,Black Friday was much more successful than in previous years,”says Miller.“Not just from the number of sessions we handled but also from the quality of the pla

24、tform to customers.The Splunk Observability Suite was a key part of our pre-capacity planning.”When the platform reached peak volume,the team could see what was happening within their systems and take troubleshooting to the next level.“As things picked up,we could understand what parts were degradin

25、g in real time,make adjustments and see that impact,”Irwin says.“We could get ahead of problems during what has historically been kind of a painful time for us.”Observability is about getting answers to questions that we didnt know wed have to ask.”Eric Irwin,Director of Engineering,Quantum Metric“8

26、Resilience on Black Friday|SplunkZero outages or digital crises5 min MTTR,compared to about 30 minutes previously100%uptime despite 300%increase of online trafficLenovoKey ChallengeOperating an e-commerce site often means getting unexpected web traffic and data usage spikes,so performance,stability

27、and flexibility are top priorities,especially when cloud migration is also underway.Key BenefitWith Splunk Observability Cloud,Lenovo cut troubleshooting time in half,reduced total cost of ownership and maintained 100%uptime despite a 300%increase in web traffic.A US$50 billion multinational technol

28、ogy company providing smart devices for consumers and businesses in 180 markets around the world,Lenovo sells its complete product range both in-store and online.The company operates a successful global e-commerce platform that not only offers seamless shopping experiences,but also maintains full vi

29、sibility into every process,staying ahead of potential threats that may affect daily transactions.On Black Friday 2020,Lenovo offered a doorbuster deal on computer products and gave away a limited number of gaming products as incentive gifts.While Lenovo had expected a sudden surge in sales and web

30、traffic,the spike turned out to be a staggering 300%higher than the same period in 2019.Thanks to Splunk Observability Cloud,Lenovos online shop maintained 100%uptime with zero outages or digital crises and delivered a flawless shopping experience despite the massive increase in traffic to its websi

31、te and mobile app.During these peak times,the Splunk support team also stood by to provide Lenovo with 100%peace of mind.Whats most lovely about Splunk is we benefit hugely from having centralized,customizable analytics dashboards that collate and analyze transactions in real time,ensuring that we r

32、espond to customers in a timely manner while spotting errors and latency at a glance.”Ben Leong,Director of Operations for the online and e-commerce platform at Lenovo“9Resilience on Black Friday|Splunk99.9998%uptime1.2 seconds downtime during Cyber Week 202160%+of companies that went public in 2021

33、 use StripeStripeKey ChallengeStripe has a bold mission:increase the GDP of the internet by making it easy for ambitious companies everywhere to grow their business.Key BenefitStripe enables businesses to go online achieving 99.9998%availability during Cyber Week.In 2021,2400 new businesses and 100

34、nonprofits started on Stripe every day.It takes a lifetime to gain a users trust,and you can lose it overnight.Even during peak times like Black Friday and Cyber Monday,Stripe maintains server uptime and availability translating to only 13 seconds of downtime in a whole month of processing.Stripe us

35、es hundreds of millions of data points per day.With Splunk,Stripe runs its mission-critical infrastructure globally to ensure that billions of daily payment processing transactions run smoothly.Stripe welcomes all of those data points handling 500 billion API calls per year.With so much at stake for

36、 the businesses it supports and the online economy as a whole,Stripe cant afford downtime or lapses in security.Thats why Stripe relies on Splunks security and observability platform to keep systems resilient and reliable around the clock.The Splunk platform is critical to our infrastructure strateg

37、y,delivering ease of use,massive scale and fast decision-making.We need all three to power our business.”Rahul Patil,Head of Infrastructure,Stripe“10Resilience on Black Friday|Splunk7 million orders placed400 million items delivered40+TB of data ingested dailyTescoKey ChallengeWhen COVID-19 upended

38、the world,Tesco had to immediately change course to scale its online business,meet unprecedented demand and ensure people in the UK had reliable access to groceries and household essentials.Key BenefitWith Splunk,Tesco used data to understand customer touchpoints,streamline supply chain operations a

39、nd improve delivery tracking.As a result,Tesco doubled online delivery slots to meet customer demand while keeping systems secure and reliable around the clock even ensuring zero downtime during a 30%surge in online traffic over Christmas.2020 was a study in resilience and Tesco excelledThe UKs larg

40、est grocer had to adapt to COVID virtually overnight.Supply chains were disrupted.Grocery aisles were stripped bare.Consumer behavior was affected by lockdowns and concern about public safety.Demand for home delivery soared.With Splunk already embedded across customer touchpoints,supply chain and fu

41、lfillment operations and more than 100,000 endpoints,Tesco leaders were able to scale their digital business,handle a surge in deliveries(and driver hiring),and manage constantly shifting supplier conditions to keep customers needs as their No.1 priority.The pressure on our systems was unlike anythi

42、ng weve seen,and having Splunk to provide visibility into these systems was critical.”Josep M.Olive,Lead Technical Program Manager,Tesco“How Tesco pulled off a Christmas miracleOn the day that online delivery slots were to be released for December,more than 20,000 people logged into Tescos online wa

43、iting room,ready to snag a slot.Demand was so fervent that Tesco became a topic of national conversation,trending on Twitter the entire day.“The pressure on our systems was unlike anything weve seen,and having Splunk to provide visibility into these systems was critical to fulfilling our customers n

44、eeds,”says Josep M.Olive,lead technical program manager at Tesco.Tesco engineering and operations teams used Splunk to monitor everything from infrastructure health to critical business transactions to the virtual waiting room.“During this Christmas surge,Splunk helped us improve our monitoring,obse

45、rvability and entire software development environment,”says Davood Torabzadeh,Splunk product manager at Tesco.“Because it was easy to set up Splunk and launch monitoring dashboards,we could repeat that practice over everything.”11Resilience on Black Friday|SplunkEach day,Dominos sells an average of

46、3 million pizzas1 million pizzas sold daily in the U.S.2 million pizzas sold within a few hours on Super Bowl SundayDominosKey ChallengeDuring peak sales times,the need for reliable systems becomes even more critical.While Dominos faces many peak days and times throughout the year,no event demands m

47、ore precision than footballs biggest day,during which Dominos sells nearly 2 million pizzas most of which are ordered in the same 45-minute window.Key BenefitTo meet expectations on Super Bowl Sunday,Dominos has a war room where a wide range of teams from IT network and infrastructure to marketing a

48、nd communications rely on Splunk to monitor key metrics like performance,system health and customer volume.By using Splunk to bring data to every question and decision,Dominos keeps operations smooth during even the busiest of times.Today,Dominos dominates as the leader in global sales,thanks in lar

49、ge part to a data-first approach to everything from behind-the-scenes IT and security operations to daily customer interactions like ordering and delivery.To stay No.1,the pizza powerhouse uses Splunk to inform decisions,drive innovation and satisfy customers cravings for speed,quality and convenien

50、ce.Splunk makes sure that simplicity for the customer doesnt mean overwhelming complexity for those managing the technology.“With all the additional channels to order through,we have to be able to monitor everything from security and operational aspects to new releases and developments and thats all

51、 fed into Splunk,”Cox says.“Splunk helps us with every real-time transaction.We can understand whats happening with our orders,services,website and applications.When we have all that data together,we can improve processes both internationally and domestically.”On Super Bowl Sunday,Dominos sells near

52、ly 2 million pizzas about 40 percent more than on a normal Sunday.Nearly every team at Dominos uses Splunk in some way.They dont want to see whether a single component is healthy;they want to see the whole picture integrated with sales data,revenue and more.That way,they can see the impact their dec

53、isions have on the whole business.”Mike Cox,Operational Intelligence Architect,Dominos“12Resilience on Black Friday|Splunk15 minutes to detect order issues,compared to hours previously$10k+per hour in boosted revenue45 worldwide PUMA.com sites with enhanced monitoringPUMAKey ChallengePUMA lacked ins

54、ight into customer orders on its e-commerce websites,which led to poor customer experience and missed sales opportunities.Key BenefitWith Splunk Cloud Platform,PUMA now monitors events as they happen,performs quick investigations and rectifies problems before they prevent customers from making purch

55、ases online.Splunk saves PUMA time and makes it money.Since its busiest regions earn tens of thousands of dollars in sales per hour on their e-commerce sites,any delay in detecting and fixing order failures quickly adds up.An unresponsive inventory system,for example,cost PUMA$108,000 in lost sales

56、when it prevented customers from making purchases.The system is queried as part of each order to ensure available stock.When it failed,it cost PUMA both revenue and hard-earned customer goodwill.“Now,with Splunk,we would see right away whats causing that inventory issue,and we could fix the problem

57、so customers could continue to buy merchandise,”says Gaskin.“Before using Splunk,we had no visibility into our e-commerce activity at this granular level.We had to wait until a customer or someone on our content team noticed it and complained about it.By that time,wed already lost money and frustrat

58、ed customers.”Weve decreased our average time to detect issues to 15 minutes with AIOPS and Splunk,compared to hours previously.And because we also know exactly where the issue lies,we can escalate and fix the issue quickly and effectively.”Michael Gaskin,Senior DevOps Manager for Global E-Commerce,

59、PUMA“13Resilience on Black Friday|Splunk800%improvement in performance of e-commerce sites20 web services easily monitored at one-minute intervalsFaster web load speeds and more reliable user experience through proactive troubleshootingCAINZKey ChallengeTo implement a new business-boosting digital s

60、trategy,CAINZ needed to fully monitor e-commerce operations and website performance across various microservices in a multicloud architecture.Key BenefitThe Splunk platform gives CAINZ data-driven observability that streamlines service monitoring and accelerates issue detection leading to an eightfo

61、ld improvement in performance.A successful cloud journey relies on observability.A leading home improvement retailer with over 220 stores in Japan,CAINZ CORPORATION(CAINZ)wanted to implement a digital strategy that would deliver superior customer experience.In addition to bringing system development

62、 in-house,CAINZ began to move its e-commerce sites comprising more than 20 web services to a multicloud environment.But this transition quickly made monitoring frontend performance more complicated,since heterogeneous web service platforms like Salesforce,Google Cloud Platform and Amazon Web Service

63、s supported everything from settlement functions to inventory and member information.To capture full-stack visibility into all web services,CAINZ needed a unified framework to not only manage service uptime and measure website load speed,but also analyze results and gain actionable insights.With Spl

64、unk Observability Cloud,which includes Synthetic Monitoring and Real User Monitoring,CAINZ now easily manages an increasingly complex multicloud environment that supports continued growth.Avoiding critical system failures is a necessity:E-commerce has a direct impact on our revenue.”Takehiko Kan,Hea

65、d of the Digital Solution/Product Development,CAINZ“MeggittAs e-commerce brands head into the highly competitive Cyber 5 season,they must prioritize their customers shopping experience.We dont want to get gloomy so close to the holidays,but if it takes longer than three seconds for your page to load

66、,your customer is gone.Regardless of the cause of the issue,resilience ensures the customer experience is seamless.Splunk Observability Cloud provides full-stack visibility across your infrastructure,applications and business services to improve customer experience,innovate faster,and run services w

67、ith greater resilience,scale and efficiency.Cut through silos of data no matter the scale or complexity and deliver real-time,context-rich insights to DevOps engineers and SREs,IT Operations and software developers.Splunk Synthetic Monitoring is an approach to digital experience monitoring(DEM)that

68、helps brands visualize their CX by emulating the paths a customer might take when shopping on a website.It uses scripts to generate simulated user behavior for different scenarios,geographic locations,device types,and helps online retailers find and prevent web performance issues before customers no

69、tice.Splunk,Splunk and Turn Data Into Doing are trademarks and registered trademarks of Splunk Inc.in the United States and other countries.All other brand names,product names or trademarks belong to their respective owners.2022 Splunk Inc.All rights reserved.22-26353-Splunk-Resilience on Black Friday-EB-107Solve problems in seconds with the only full-stack,analytics-powered and OpenTelemetry-native observability solution.Free Trial