Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers

Application Experience Analytics Services: The
Strategic Digital Transformation Play for Service
Providers
Ken Vanderweel
MST01T
AGILEOPS
Advisor, Service Provider Solutions Marketing
CA Technologies
Amy Feldman
Director, APM Product Marketing
CA Technologies

2 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
© 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2017 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

Abstract
Across your customer base, there’s a clear, compelling need for digital business
transformation. There’s also another commonality: Organizations are running into
challenges delivering exceptional customer experience as they set out to pursue this
transformation.
Application experience analytics services are emerging as a strategic way for service
providers to help customers gain insights into customer experience that are critical to
their digital business transformation. This session will offer an in-depth look at how
service providers can profit by delivering these analytics services.
The session will detail the requirements analytics services should address, specific
service offerings that can be delivered and the approaches different types of service
providers can take as they move into this market.
Ken Vanderweel
CA Technologies
Advisor, Service Provider
Solutions Marketing
Amy Feldman
CA Technologies
Director, APM Product
Marketing

© 2017 CA. Confidential. All rights reserved. 4
IN THE SOFTWARE BUSINESS,
EXPERIENCE IS EVERYTHING
Fact:
83% of U.S.
consumers say
having a positive
customer experience
with a brand is more
important than the
product itself1
53% of large
companies want
to be customer
experience leaders
within three years2
Fact:
53% of mobile site
visits are abandoned
if pages take longer
than three seconds
to load3
Fact:

CA App Experience Analytics has provided more robust
performance metrics for development, approval and
quality assurance, further improving the quality of the
solutions we develop.
Anderson Lima, CEO and Founder, Softvaro

Application Experience Analytics Opportunity
Why Demand is Increasing
Applications integral, critical to business success
▪ User expectations high. Users expect a flawless experience; 25% will abandon Web
app after three-second delay.
▪ Performance issues costly. Poor performance can damage brand, customer
satisfaction, revenues, profits, employee productivity.
Application experience increasingly critical
▪ Customer experience. Applications shape the customer lifecycle, from lead
generation through to sales, and post-sales support.
▪ Employee productivity. Applications power all critical internal business services.
▪ Innovation. Business innovation will require application innovation—94% feel pressure
to launch new applications.

Application Experience Analytics Opportunity
Why Demand is Increasing
Application experience analytics essential ingredient for digital business transformation
▪ Optimize performance. Application performance offers way to monitor, manage, optimize the end user experience. Spot
anomalies sooner and preempt issues before users are affected.
▪ Enhance application code and design. Get granular visibility into user activities, issues and habits, enabling more intelligent
enhancements.
▪ Fuel innovation. Gain improved intelligence on customer interactions that fuel improved services, customer loyalty. Gain speed,
scale and quality to add new apps, services, capabilities faster, more efficiently.
Application portfolios increasingly complex
▪ Multiple platforms. Each app on web, multiple mobile platforms, wearables.
▪ Multiple releases. For each platform, multiple releases need to be supported.
▪ More testing environments. To support DevOps, testing needs to be employed throughout software development lifecycle.

8 © 2016 CA. ALL RIGHTS RESERVED.
CA App Experience Analytics Vision

Optimize Customer Journey
Measure and Understand Customer Experience

Improve Digital Performance & Availability
Insights into Operations and Performance
IS IT AN ISSUE WITH THE
INFRASTRUCTURE, CODE OR DESIGN?

Design With The Customer In Mind
Insights into Application Flows, Heat Maps & Crash

Design With The Customer In Mind
Insights into the Buyer’s Journey and User Experience
17
4 Slow loading content cards (out of 29)
3 Drop rates
5 Finished flow
Screens navigated on an average

Greater Insights to Digital Experience
Data Studio & Blueprints
App Experience Analytics

Potential Service Offerings
Configuration and setup. Service providers can help with all the
efforts associated with implementing analytics.
Application wrapping. Wrap each application, adding the code
required for data to be generated and captured. Wrap each time a
new release of an application is delivered. Service providers can help
with wrapping on an ongoing basis.
Analytics. Services can include capturing, batching, categorizing,
analyzing and disseminating analytics.
Customizable, role-based dashboards and reports. Deliver a mix
of pre-packaged dashboards. Develop and deliver customized
dashboards that are tailored to specific users and roles.
Capture, analysis of alerts. Assist with development, setup and
ongoing refinement of thresholds and alerts. Handle monitoring,
fielding and filtering alerts, and even investigating and remediating
issues.

By delivering application experience
analytics services, MSPs can gain a
foothold in an expanding market. Application Experience Analytics:
Value Across the Organization
• Operations. With effective analytics, operations teams get the vital
insights they need to track and manage the performance of their
applications.
• Developers. Application experience analytics can equip developers with
details on where users encounter crashes, activity logs that help pinpoint
code issues and so on.
• Business leadership. Analytics enable business leaders to track and
manage customer retention rates, user rankings, completed transactions
and more.
• Application owners. For application owners, analytics can help fuel
improved adoption, engagement and conversions.

MSP Case Study: Softvaro – Brazil
CA App Experience Analytics has provided more robust
performance metrics for development, approval and
quality assurance, further improving the quality of the
solutions we develop.
Anderson Lima, CEO and Founder, Softvaro

MSP Case Study: Softvaro – Brazil
▪ Business
– Softvaro specializes in consultancy and
outsourcing services for mission-critical
applications with high processing and usage
volumes
▪ Challenge
– In order to guarantee the highest quality of
service, Software needed a solution that
enabled monitoring of the user experience as
well as of a client’s IT environment
▪ Solution
– Softvaro has adopted CA App Experience
Analytics integrated with CA APM to conduct
in-depth analysis and obtain comprehensive
data on application usage
▪ Benefit
– CA App Experience Analytics, in conjunction
with CA APM, ensures total visibility into the
performance of applications developed by the
company, increasing it’s efficiency and
profitability

Questions?

Recommended Sessions
SESSION # TITLE DATE/TIME
MST10T
How SaaS-based Solutions Can Fuel Winning
Service Offerings
11/16/2017 at 11:30 am
MST02T
The Next Big Service Provider Opportunity—Beyond
Infrastructure: Architecting Your Customer’s Modern
Software Factory
11/16/2017 at 12:45 pm
MST05T Get Your Complimentary White Space Assessment 11/16/2017 at 1:30 pm

Must See Demos
Maximize
Cloud &
Hybrid IT
Infrastructure
MSP Zone
Optimize
User Behavior
on
Wearables,
Web & Mobile
MSP Zone
Improve
Application
Transaction
Performance
MSP Zone
Full-stack
Monitoring for
5-star Digital
Experiences
MSP Zone
Elevate &
Expand Your
Service
Portfolio
MSP Zone

Stay connected at communities.ca.com
Thank you.

MSP
For more information:
• See the CA AXA kiosk here at the MSP Zone
• Download the white paper, “Five Technologies for the Built-to-Change Business—and
How You Can Monetize Them” at the following URL:
https://www.ca.com/content/dam/ca/us/files/white-paper/five-technologies-built-to-
change-business.pdf

How Customers Benefit
Realize fast time to value. Help your
customers start leveraging sophisticated
application experience analytics fast, so they
can quickly harness its benefits in their
business.
Improve service levels. These services
help customers triage and fix performance
issues faster by segmenting performance
and analytics by various dimensions,
including network/carrier, location, operating
system and device type.
Enhance cost efficiency and
predictability. Through advanced analytics,
customers can reduce costs by minimizing
the frequency and duration of outages—and
all the efforts associated with triage and
emergency calls.
Boost revenue retention. Analytics provide
the visibility that’s essential to delivering a
seamless customer experience across
channels. By improving user experiences,
your customers will reduce the financial
risks associated with negative user ratings.
Optimize business outcomes. Employing
these insights to optimize the user journey,
your customers can enhance offerings and
services, retain and attract new customers,
increase revenue, achieve faster resolution
times and speed digital business
transformation.
Strengthen staff’s strategic focus. Help
your customers’ internal teams offload the
effort associated with managing analytics
implementation, maintenance and
reporting—so they can focus on innovating
applications and other strategic efforts.

Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers

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