LoveMyTool - Network Monitoring, CALEA, Lawful Intercept, Application Performance, Web User Experience, Web Analytics, Content & Database Security, IDS, Malware, Crimeware, SOX, HIPAA and PCI Compliance Auditing, Forensics, DPI, VoIP, IPTV ...

EBSCO Publishing on Coradiant

“TrueSight is saving me a day a week, and I’m able to do extra tasks that are helping our business .”

-- Sandy Barry, Director of Database Services, EBSCO Publishing

Customer Profile - EBSCO Publishing is the worldwide leader in managing full text and bibliographic databases for libraries worldwide. By offering library users access to more than 300 unique reference sources – secondary databases, full-text databases and current journal subscriptions such as Business Week, New England Journal of Medicine, Consumer Reports and Harvard Business Review – the company enables publishers to receive high exposure for their content.


Vendor Profile - Coradiant is the leading provider of equipment used to manage, optimize and troubleshoot web applications. Coradiant's award-winning TrueSight™ products use customer metrics gathered from each web user visit as their primary data source for IT management. Coradiant products are deployed in hundreds of leading Fortune 500 companies including software as a service (SaaS), e-commerce, entertainment, finance, insurance, healthcare, and education. Coradiant is headquartered in San Diego.





CHALLENGE

EBSCO needed real-time visibility of all library users accessing EBSCOhost to speed up isolation and repair of performance errors.

WHY END-USER EXPERIENCE MANAGEMENT?

EBSCO Publishing wanted to observe all its users across the globe instead of relying on guesswork to solve end-user performance issues.

SOLUTION

EBSCO selected Coradiant TrueSight IM, a solution that proactivly measures performance levels of every library user for faster problem diagnoses.

KEY BENEFITS

• Improved customer service levels by quickly identifying and solving performance problems.
• Saved thousands of dollars in ongoing infrastructure costs by eliminating ineffective system monitoring tools.
• Increased employee productivity through easy access to real-user performance data for accelerating problem resolution.

Discovery Communications on Coradiant

“Automatic problem identification makes IT more effective because it eliminates the noise, amplifies the signal and identifies the real issues.”

-- Patrick Gardella - Director of Online Architecture, Discovery Communications LLC

Customer Profile - Discovery Communications is the number-one nonfiction media company reaching more than 1.5 billion cumulative subscribers in over 170 countries. Through TV and digital media, Discovery's 100-plus worldwide networks include Discovery Channel, TLC, Animal Planet, The Science Channel, Discovery Health and Discovery HD Theater. Discovery Education is the leading provider of video-based broadband educational content in the United States. From its COSMEO homework help website to school services and products reaching 35 million students across the nation, Discovery Education’s mission is to provide effective digital resources to educators, students and families.

Vendor Profile - Coradiant is the leading provider of equipment used to manage, optimize and troubleshoot web applications. Coradiant's award-winning TrueSight™ products use customer metrics gathered from each web user visit as their primary data source for IT management. Coradiant products are deployed in hundreds of leading Fortune 500 companies including software as a service (SaaS), e-commerce, entertainment, finance, insurance, healthcare, and education. Coradiant is headquartered in San Diego.

CHALLENGE
Discovery Communications wanted to find the cause of problems as quickly as possible.

WHY END-USER EXPERIENCE MANAGEMENT?
Existing tests only covered parts of the site and did not give full visibility into what users were being delivered.

SOLUTION
TrueSight IM (Incident Management) and TrueSight AIM (Automated Incident Management)

KEY BENEFITS
• Instant knowledge into the causes of problems
• Visibility all the way from the user to the servers
• Ease of installation and use

Columbia College on Coradiant

“TrueSight takes all of the guesswork out of troubleshooting web applications”

-- Mike Marquart, Director of Applications Development, Columbia College Chicago

Customer Profile - With more than 120 academic programs and nearly 12,000 students, Columbia College Chicago is the largest and most diverse private arts and media college in the nation. Columbia College Chicago offers an unparalleled array of courses with exceptional technological resources in the heart of one of America's greatest cities.

Vendor Profile - Coradiant is the leading provider of equipment used to manage, optimize and troubleshoot web applications. Coradiant's award-winning TrueSight™ products use customer metrics gathered from each web user visit as their primary data source for IT management. Coradiant products are deployed in hundreds of leading Fortune 500 companies including software as a service (SaaS), e-commerce, entertainment, finance, insurance, healthcare, and education. Coradiant is headquartered in San Diego.

CHALLENGE
IT staff at Columbia needed to pinpoint the source of problems reported by users of in-campus web applications.

WHY END-USER PERFORMANCE MANAGEMENT?
Incoming data on application problems was sketchy, poorly structured and often inaccurate, resulting in hours of guesswork and wild goose chases with inadequate tracking tools. IT staff needed a way of following users through the applications to identify choke points and address them.

SOLUTION
Collaborating with Jenzabar, a provider of enterprise software and services for higher education, Coradiant implemented TrueSight End-User Experience Management for authoritative problem tracking and reporting.

KEY BENEFITS
• Issue reporting now summarized in reports and on dashboard – no more e-mail and phone messages
• Comprehensive detail on user activity and navigation through web applications
• More efficient use of IT staff – resolving problems instead of struggling to find them

Wesco on Tealeaf

"Tealeaf has saved us so much time in problem reproduction, there’s no way I could estimate a feasible return on investment. It’s a “must have” for my team."

-- Kevin Black, Lead Developer, WESCO Distribution

Customer Profile - WESCO Distribution is a leading distributor of electrical construction products and electrical and industrial maintenance, repair and operating (MRO) supplies, and is the nation’s largest provider of integrated supply services. Headquartered in Pittsburgh, Pennsylvania, the company employs over 6,000 people, maintains relationships with 24,000 suppliers, and serves more than 100,000 customers worldwide.

Vendor Profile - Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This “360-degree view” of the online customer experience enables a clear and consistent understanding of the customer for ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held.

RETURN ON INVESTMENTS

• Call center analysts often resolve problems within 30 minutes of identification.
  
• A single person can achieve resolution instead of requiring resources from four different functional teams.
  
• Web developers now focus their efforts on strategic business initiatives instead of problem reproduction.
  

Texas Instruments on Tealeaf

“Our implementation of Tealeaf has paid for itself many times over. With Tealeaf in place, identifying and resolving application issues that used to take days or weeks, now takes place in a matter of minutes. The savings are immeasurable.”

-- Judy Renfrow, Web Application Analyst of IT Business Applications Organization, Texas Instruments

Customer Profile - Texas Instruments (NYSE: TXN) helps customers solve problems and develop new electronics that make the world smarter, healthier, safer, greener and more fun. A global semiconductor company, TI innovates through manufacturing, design and sales operations in more than 25 countries.

Vendor Profile - Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This “360-degree view” of the online customer experience enables a clear and consistent understanding of the customer for ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held.

RETURN ON INVESTMENTS

• Internal Web application support resources recovered.
  
• Persistent application issues identified and eliminated.
  
• Reduced IT time spent on complaints.
  
• Using Tealeaf to replay each and every questionable session, TI saves several hours when trying to tie together all the disparate components that comprised the users individual session.
  

OneBeacon Insurance on Coradiant

“TrueSight helps us see in a more scientific way, using more factual data, the total experience for all users.”

-- Rick Ackermann, Assistant Vice President of Application Services, OneBeacon Insurance Group

Customer Profile - Headquartered in Boston, Massachusetts, OneBeacon Insurance Group offers specialty and segmented personal and commercial insurance products sold primarily through select independent agents. OneBeacon is wholly owned by White Mountains Insurance Group, Ltd. White Mountains' principal businesses are conducted through its subsidiaries and affiliates in the business of property-casualty insurance and reinsurance. White Mountains is publicly traded on the New York Stock Exchange and the Bermuda Stock Exchange under the symbol "WTM."

Vendor Profile - Coradiant is the leading provider of equipment used to manage, optimize and troubleshoot web applications. Coradiant's award-winning TrueSight™ products use customer metrics gathered from each web user visit as their primary data source for IT management. Coradiant products are deployed in hundreds of leading Fortune 500 companies including software as a service (SaaS), e-commerce, entertainment, finance, insurance, healthcare, and education. Coradiant is headquartered in San Diego.

CHALLENGE
OneBeacon wanted to measure overall performance levels for my.onebeacon.com and determine agent satisfaction in real time, as well as plan for future infrastructure capacity.

WHY END-USER EXPERIENCE MANAGEMENT?
OneBeacon needed to understand the actual response times of all real users to aid in help desk problem resolution and analyze over all system performance.

SOLUTION
OneBeacon Insurance implemented a real-time monitoring solution that examines every single web transaction for every agent to proactively identify performance issues and pinpoint their root cause.

KEY BENEFITS
• Improved insurance agent satisfaction by finding errors and slowdowns and validating performance fixes without additional system overhead or risk.
• Gained valuable insight into overall business process performance by analyzing all traffic to my.onebeacon.com.
• Planned for future system capacity and eliminated over-provisioning.

Levenger on Tealeaf

“Tealeaf’s solution has an economic model that is hard to resist in this most challenging market where investment in IT is generally flat, or modest at best.”

-- Marnie Barrett, CIO, Levenger

Customer Profile - Founded in 1987 and headquartered in Delray Beach, Florida, Levenger is a catalog company, an Internet company and a retail concern. The company’s mission is to create and sell meaningful products for the productive enjoyment of reading, writing and working with ideas.

Vendor Profile - Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This “360-degree view” of the online customer experience enables a clear and consistent understanding of the customer for ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held.

RETURN ON INVESTMENTS

• 90% reduction in time to identify site errors.
  
• Immediate ability to correct errors on production site before customers report them.
  
• Increased productivity of development team by an estimated 20-30%.
  
• Direct impact on protecting revenue stream for retailer.
  

Stockcharts.com on Coradiant

“As we continue to evolve our Web site, TrueSight just continues to work.”

-- Chip Anderson, CEO, Stockcharts.com

Customer Profile - StockCharts.com was founded in 1999 to help online investors obtain and use financial information more effectively. The Web site provides immediate, real-time stock charts with statistical analysis to over 13,000 enterprise and consumer customers through a variety of very cost effective subscription-based services. The site serves up an average of 2,000 charts per minute—at peak times over 10,000 charts every minute.

Vendor Profile - Coradiant brings understanding to online user performance with market leading User Performance Management products. Coradiant's Real-User Monitoring equipment gives web operations teams the real-time insight into user experience that they need to find and fix problems quickly, and Performance Analytics turns detailed web transaction data into intuitive, real-time visualizations that are relevant across the entire organization. Coradiant's award-winning Real-User Monitoring and Performance Analytics products are the first choice for customers in all online market segments.

CHALLENGE

StockCharts.com wanted to replace its existing Web monitoring solution with one that could provide real customer views and precisely plan data capacity.

WHY END-USER EXPERIENCE MANAGEMENT?

StockCharts.com needed to understand the actual response times of all real users to spot performance trends and improve support ticket resolution.

SOLUTION

StockCharts.com deployed a real-time monitoring solution that examines all user sessions for each subscriber to proactively identify site performance issues and pinpoint their root cause.

KEY BENEFITS

• Mitigate costly system errors by identifying problems – before they impact subscribers.
  
• Cut the time to resolve customer issues using instant, actionable customer views.
  
• Predict and scale system capacity precisely without over provisioning.
  

Central Insurance on Tealeaf

“With Tealeaf, we have complete visibility into what the user is actually doing. We can now track and analyze what an agent does on our site. This is invaluable in ensuring that our applications are effective. We can resolve issues quickly, identify necessary changes, and ensure that application issues don’t repeat themselves.”

-- Gary Corcoran, Assistant Vice President of IS, Central Insurance

Customer Profile - Founded in 1876, Central Insurance provides insurance for automobiles, homes and businesses to more than 295,000 policyholders in 17 states. With combined assets totaling more than $799 million, Central operates with 500 independent agencies.

Vendor Profile - Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This “360-degree view” of the online customer experience enables a clear and consistent understanding of the customer for ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held.

• Real-time alerting. Central site administrators are immediately notified in the event to specific errors.

• Improved agent relationships. “You can’t place a dollar amount on agent relationships. Tealeaf is a tool that you absolutely must have if you need to be able to respond quickly to user difficulties.”

• Tealeaf saves Central developers valuable time by enabling them to find and resolve application problems in minutes rather than hours or days.
  

Hire.com on Coradiant

“Using TrueSight for 3 weeks ... gave us a 35% increase in performance.”

-- Steve Davis, Vice President of Product Services and Technology, Hire.com

Customer Profile - From the beginning, Hire.com solutions were built for recruiters by recruiters. Hire.com (acquired by Authoria) has become the market leader with customers such as FedEx, Boeing, Allianz, BP, AT&T, Prudential, Charles Schwab, Raytheon, Southern Company, Royal Caribbean Cruise Lines, Reuters, and many more. For the past two years, Hire.com was ranked #1 by its clients in customer satisfaction according to the annual surveys performed by the Electronic Recruiter Exchange. Hire.com has been named “top ten product of the year” three times by HR Executive Magazine.

Vendor Profile - Coradiant brings understanding to online user performance with market leading User Performance Management products. Coradiant's Real-User Monitoring equipment gives web operations teams the real-time insight into user experience that they need to find and fix problems quickly, and Performance Analytics turns detailed web transaction data into intuitive, real-time visualizations that are relevant across the entire organization. Coradiant's award-winning Real-User Monitoring and Performance Analytics products are the first choice for customers in all online market segments.

I N D U S T R Y

Recruiting

C H A L L E N G E

Hire.com wanted to maximize the service levels provided through their Web site and assist customers in increasing Web transaction performance.

W H Y * R E A L - U S E R * M O N I T O R I N G ?

Hire.com needed to monitor performance levels and determine user satisfaction in real time, as well as learn about potential bottlenecks.

S O L U T I O N

Hire.com implemented a real-time Web transaction monitoring solution that looks at every single Web transaction for every user, discovering where performance issues exist and pointing out the root cause of performance bottlenecks.

K E Y - B E N E F I T S

Hire.com benefits from much faster problem resolution. Hire.com gained a distinct competitive advantage by providing detailed performance management data to its customers. Hire.com knows instantly of Web transaction and performance problems and quickly alerts clients if the problem exists on their end.