Customers take IT performance problems personally

By Darren Boyd, senior product marketing manager –

No matter the reason for an IT investment, the ultimate goal is almost always the same – to provide a better end-user experience. It doesn’t really matter if the end user is an employee, partner or a customer. Applications need to function. Workloads need to be available. Servers need to be accessible. For IT infrastructures charged with directly serving customers though, the consequences of any kind of regular latency extensions or outages can be devastating. A frustrated co-worker is never a good thing, but a put-out customer can mean lost business for your company.

IT teams need to act quickly to manage infrastructures as complex and sensitive as those in the data centers of modern enterprises. However, too often, the platforms, solutions and best practices used to identify and resolve bottlenecks are based on practices that are either time-consuming or inefficient. For example, neither digging through activity logs nor relying on averages for polling identify the real problem as quickly as possible. On the whole, customers waiting an extra several seconds to access their account information when they’re in a hurry or on a deadline, or those who are receiving error messages a few times a week, are growing more and more frustrated.

IT teams need to keep this end goal in mind when they debate their IT investments. Having the latest and greatest technology isn’t really the end goal. All that matters is the ideal end-user experience, so whether that’s achieved by optimizing current systems or acquiring new components, the priority needs to be consistent performance across the board. Incorporating infrastructure performance management (IPM) technology is one method of ensuring this optimal output. True IPM offers critical analytics and answers that save workers time and keep systems working as efficiently as possible across environments. While there’s always going to be a customer session or two hampered by a lag, IPM limits the frequencies and lengths of delays, and leads to a consistently positive end-user experience.

Companies who deliver their primary products and services over the Web need to make performance as much of a customer service concern as an IT focal point, with a primary goal of making infrastructures more efficient to keep latency down. Providing the best customer service doesn’t have to mean expanding an IT budget every time some delays pop up. It simply calls for performance management platforms that don’t just tell workers something is wrong, but tell them how to fix it.

Financial services companies manage complex, sensitive data and processes. Learn how IPM can make sure every transaction completes as quickly as possible.