SaaS solution leaders have known for years that performance problems can impact customer experience and have a huge impact on revenues, renewals, brand perception and overall user satisfaction. Companies like Salesforce.com and Amazon have elevated their performance as a point of differentiation, and they publish regular reports on it.
In a SaaS environment, users are typically dispersed across different geographies and leverage an extremely wide range of technologies including ISPs, desktops and browsers. Any one of these points in the application delivery chain can impact performance.
The Aberdeen Group’s research found that a one-second delay in response time can reduce satisfaction by 16 percent; and recent Gomez research shows that almost half of users expressed a less positive perception of a company overall after a single bad experience. With so much at stake, SaaS providers can’t afford to have performance become a barrier to user adoption or new business.
How do you ensure a positive customer experience?
Investing in Your Customers Quality Experience
Performance and Customer Satisfaction
Compuware’s Application Performance Management (APM) solution provides true end-to-end visibility and a unified view of application performance beyond the data center and firewall. It provides you with the industry’s only complete end-to-end troubleshooting, from the desktop browser, or your mobile customer on a smart phone, through the Internet, to your internal IT infrastructure and systems.
Compuware’s APM solution works with, and incorporates data, from your existing monitoring tools. That is why some of the top SaaS providers in the industry, like Google, Monster.com, and Yahoo! rely on Compuware to ensure optimal performance of their application delivery chain.
No other company offers this total visibility in an application performance management solution.
See Gartner's comprehensive 2012 "Magic Quadrant for Application Performance Monitoring (APM)" report. This report evaluates 29 vendors on their completeness of vision and ability to execute effective application performance monitoring.
- Gartner positions Compuware in the top corner of the "Leaders" quadrant
- Compuware leads on both completeness of vision and ability to execute