FORTUNE 500 RETAILER ELIMINATES CART ABANDONMENT WITH CAVISSON’S NETVISION DIGITAL EXPERIENCE MONITORING

CHALLENGE

A Fortune 500 retailer was experiencing massive revenue losses during peak shopping seasons but couldn’t identify why customers were abandoning their shopping carts at critical conversion points. Traditional monitoring tools provided infrastructure metrics but failed to reveal the actual user experience issues causing customers to leave without completing purchases.

Key Pain Points:

  • Inability to correlate technical performance with actual user behavior and cart abandonment
  • No visibility into real user sessions to understand where customers were dropping off
  • Lack of granular insights into page-level performance issues affecting the shopping journey
  • Unable to identify which specific products or pages were causing conversion problems

Where other legacy products failed to capture issue, NetVision helped us identify critical issues in production, much ahead of our peak sales day, resulting in eliminating severe revenue losses.

             – Director of Performance Engineering, Fortune 500 Retailer

THE NETVISION ADVANTAGE FOR RETAIL

Fortune 500 Retailer leverages Cavisson NetVision to gain complete visibility across its complex, distributed application ecosystem. By correlating real user experience, application performance, integration points, and log/database insights, retailer proactively detects issues impacting customer journeys. This holistic monitoring approach has enabled faster RCA, improved system reliability, and a significant reduction in cart abandonment, ultimately driving higher customer satisfaction and profitability.

ABOUT CUSTOMER

Industry:
Retail

Location:
United States

Challenge:
Unable to identify issues with complex distributed micro services-based application resulting in direct impact on revenue & CX.

Product Used:
NetVision

Result:
Identified critical production issues before actual users got impacted. Zero downtime witnessed.

SOLUTION: COMPREHENSIVE DIGITAL EXPERIENCE MONITORING

Cavisson NetVision provided end-to-end Digital Experience Monitoring that went beyond traditional APM to capture real user interactions and correlate them with underlying technical performance issues.

Easy Implementation & Immediate Visibility

  • Simple Tag Deployment: NetVision’s lightweight JavaScript tag was implemented across the retailer’s web application with minimal effort, instantly providing visibility into real user sessions
  • Real User Monitoring (RUM): Captured actual user interactions, page load times, and conversion funnel performance from real customers

Advanced Performance Analytics

  • Page-Level Resource Analysis: Monitored which resources (images, scripts, stylesheets) were taking maximum time to load on each page
  • Domain Response Time Tracking: Identified which third-party domains and services were causing delays in the customer journey
  • HTTP Request/Response Monitoring: Captured complete HTTP data including request/response headers for each page interaction, enabling precise troubleshooting.

Machine Learning-Powered Insights

  • Predictive Alerts: ML-assisted alerts predicted performance degradation before it impacted customers
  • Anomaly Detection: Automatically identified unusual patterns in user behavior and performance metrics.
  • Performance Forecasting: Anticipated traffic spikes and potential bottlenecks during peak shopping periods.

Custom Event Tracking & Session Replay

Cart Abandonment Events: Created custom events specifically to capture user sessions where customers couldn’t add items to cart or complete checkoutSession Replay Technology: Provided video-like playback of actual user sessions, revealing exactly what customers experienced during failed transactions

  • User Journey Mapping: Tracked complete customer paths from landing page to checkout, identifying exact drop-off points

Root Cause Analysis & Correlation

  • Error Context Correlation: Automatically correlated user experience issues with underlying technical problems
  • Code-Level Visibility: Provided package, class, and method-level insights when performance issues occurred
  • Log Correlation: Connected user experience problems with specific application logs and database queries in real-time.

COMPREHENSIVE BENEFITS ACHIEVED

Immediate Revenue Recovery

  • Eliminated Cart Abandonment: Fixed critical issues causing customers to abandon purchases
  • Increased Conversion Rates: Improved checkout completion rates across all devices and browsers
  • Revenue Protection: Prevented millions in potential lost sales during peak shopping periods

Enhanced User Experience Insights

  • Device/Location/Browser Analysis: Comprehensive understanding of performance across different user segments
  • User Behavior Analytics: Heat maps, click maps, scroll maps, and attention maps revealed user engagement patterns
  • Conversion Funnel Optimization: Identified and resolved bottlenecks at each stage of the customer journey

Operational Excellence

  • Quick Root Cause Analysis: Reduced issue resolution time from days to minutes
  • Proactive Issue Detection: Identified problems before they impacted customers
  • Real-Time Alerting: Immediate notifications for performance degradation and user experience issues

Advanced Analytics & Reporting

  • Business Transaction Monitoring: Top transactions, flow paths, and conversion metrics
  • Error Analysis: Comprehensive exception and error tracking with business impact correlation
  • Performance Trending: Historical analysis and capacity planning insights

KEY DISCOVERIES THROUGH DIGITAL EXPERIENCE MONITORING

Critical User Experience Issues Identified:

False “Out of Stock” Messages

  • Session replay revealed multiple products showing incorrect “Out of Stock” status to users attempting to add items to cart
  • Real user monitoring showed high abandonment rates specifically on these product pages
  • Root cause traced to underlying inventory service issues within minutes

Mobile Performance Problems

  • Mobile website monitoring detected increased 404 errors on product listing pages
  • Device-specific analysis revealed mobile users experiencing significantly slower load times
  • Touch interaction problems identified through user behavior analysis

Frontend JavaScript Errors

  • JS Error Events impacting end user sessions and causing silent failures during checkout
  • Error correlation showed specific browser/device combinations most affected
  • Real user data revealed errors occurring at critical conversion points

Cavisson Systems Inc. is a leading provider of user experience and business efficacy management platform for mission critical applications. Cavisson’s offering mitigates risks and reduces probability of losing business opportunities by maximizing up-time, and optimizing response time for users to ensure seamless transactions and exceptional buying experience.

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A LEADING AIRLINE MINIMIZES REVENUE PILFERAGE WITH CAVISSON PERFORMANCE MONITORING

End-to-End Monitoring and Diagnostics

Cavisson enables Airline to monitor performance for crew portal end-to-end, right from, the user experience, application backend, Integration points, and application logs. Task includes production monitoring of application and to do the RCA upon any issues.

Crew Portal is a .Net based application complex with DB, Multiple integration points and data schedulers working within an integrated system to manage a
supply-chain network of crew activity.

Top 50 Most Innovative Companies to Watch 2023

“We combine latest advances in High Performance Computing and
Data Science with proprietary
algorithms to provide magnitude
times proficient and unparalleled
analytical capabilities.”

CHALLENGE

Besides performance (unavailability of application as cited by crew to the helpdesk), revenue pilferage was one of the biggest pain point for the airlines to seek APM initiative. The crew would often site the unresponsiveness of the application, resulting in missed sales / revenue inputs from crew members after the flight lands. Because of these missed entries, the revenue won’t get recognized and the supply chain forecast for the eatables and other items went for a toss. Majority of times the issues were not being reproduced in the test environment. Also, there was very little visibility into the system as well as the network available at the airport, since it was outside the airline’s network and hence very little troubleshooting could happen.

SOLUTION

Application Monitoring: Real time production monitoring to generate alerts upon unfavorable events, identify the bottlenecks with concurrent load, capture the top contributing queries, methods, etc. User Experience Monitoring: Identify exact user struggle, which can be reproduced within the test environment and fixed, since most of it was not even detected at the backend. End-to-end transaction mapping and correlation of complete data from client-side (browser) to application / server side, to logs. Idea was to have a consolidation and representation of performance metrics and correlated data in a single unified dashboard
providing ability to drill-down to root cause at any level.

BENEFITS

Real-time alerts for unfavorable system stats (response time, CPU, memory, network, etc.) as well as for unfavorable user experience (form errors, page errors, high page load, etc.) to notify users for performance impacts. 24×7 End-to-end monitoring of crew portal resulted in identifying even those sessions where crew didn’t have any issues, it’s just that they were tired and wanted to avoid time filling the sales report, so as to reach their hotel early. However, there were certain performance issues arising out to DB queries. Analytics including top business transactions, flow path, exception / errors, method timing, etc. led to the discovery of issues. Correlation between very slow and error category transactions enabled with DB monitoring helped identifying the offending db queries. Cavisson helped airlines to improve the efficiency of crew portal by optimizing performance of the application.

FUTURE – A JOURNEY TO DIGITAL TRANSFORMATION

As a leading organization, this airline needs to ensure maximum availability and performance of their mission critical applications. Numerous applications in production environment are identified already and Cavisson is helping them to roll out monitoring in a phase-wise approach.

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WELLS FARGO REDUCES MTTR, OPTIMIZES INFRASTRUCTURE COST & DELIVERS SCALABLE APPLICATIONS USING NETDIAGNOSTICS

CHALLENGE

Down fall in distribution caused by application break down. Dealers and distributors were in trouble and not been able to deliver on time for certain application failures. The application collapsed due to massive data process operations. This caused high response that resulted into the failure of back-end application to serve users with 4XX errors. The bigger challenge was understanding what’s happening in production environment in real time during the peak hours. They tried to leverage production logs to diagnose the issue issues but couldn’t find root cause that lead to the application break down during the peak traffic hours every time.

END-TO-END MONITORING AND DIAGNOSTICS

Cavisson enables Wells Fargo to monitor performance across entire enterprise end-to-end. Starting from the user experience, application back-end, DB, Integration points, Application logs as well. Monitoring the complex infrastructure and to do the RCA uponanyissues.

"To ensure their fraud management application system is able to accommodate high volume transaction, banks need to have a proper test and implementation strategy and supporting tools to ensure they are able to cater to millions of transactions every day. Thankfully with Cavisson we do not have to look around anywhere. Their consultants know their job and their technology is way more efficient and superior."
Piyush Thakkar, VP

ABOUT WELLS FARGO

Industry: Banking

Location: United States

Challenge: Legacy System unable to identify issues with online transactions resulting in excessively high MTTR.

Product Used: NetDiagnostics

Result(s): NetDiagnostics’ Database Monitoring used to identify & optimize culprit SQL queries. End to end visibility by detecting multiple unknown issues in bank’s fraud management system.

SOLUTION

Using NetDiagnostics, Wells Fargo was able to uncover production issues that had resulted in security issues with the application ecosystem. Highlights of NetDiagnostics’ implementation:

❖ Analysis carried out by using NetDiagnostics’s powerful drilldown capabilities were instrumental in identifying a large concurrency issue caused by arrival rate and thereby increasing the response time.

❖ The underlying SQL query, the original culprit, was zeroed in on and optimized thereby limiting any further damage to the customer experience.

❖ Predictive alerts were setup to automatically identify anomalies based on trends & patterns. These alerts were instrumental in ensuring that the issue was proactively handled.

❖ Method Summary & Method Timing Reports used to identify time consuming method calls and their dependencies.

❖ Thread and Heap Dump Analysers utilized to pinpoint contentious threads and memory leak issues, leading to better performance and reduced resource utilization.

BENEFITS

NetDiagnostic’s implementation resulted in major optimization(s) across Wells Fargo’s application ecosystem, not only in terms of the product’s ability to detect issues and ensure compliance but also in reducing resource utilization when compared with the legacy tool. Some of the benefits derived post deployment were as follows:

❖ MTTR & MTTD, the two all-important metrics in terms of handling issues were reduced on the back of early identification in test environment.

❖ Resource utilization witnessed a drastic reduction with more than 80% decrease in infrastructure costs.

❖ Application blind spots eliminated by identifying issues integration callouts. with multiple

❖ Ensured compliance with stringent regulatory measures by identifying issues proactively.

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National Health Authority is the successor of National Agency, Turns to Cavisson performance monitoring For fast problem remediation

CHALLENGE

The National Health Agency (NHA) under Ministry of Health and Family Welfare has launched pilot for Beneficiary Identification System (BIS), which is a process whereby the identification criteria (as per AB-NHPM guidelines) will be applied on SECC and RSBY database to confirm application from ‘entitles’ beneficiaries. Ayushman Bharat will target about 10.74 crore poor, deprived rural families and identified occupational category of urban workers’ families as per the latest Socio-Economic Caste Census (SECC) data Yet, as NHA introduced new online BIS services, for 10.74 crore people, The IT team found itself in need to monitor multiple systems to ensure the smooth running of the company’s operations. It was nearly impossible to follow Business Transactions end-to-end through a complex environment of Windows, Linux, MS SQL, MySQL, and Oracle technologies.

“We were unable to find out the RCA for the issues, suddenly the application gets crashed and we were not being alerted to problems “

ABOUT COMPANY

Industry: Healthcare Location: India Challenge: Too much memory consumed by Cache degrades overall server performance, which need to be optimized for better server performance. Product Used: NetDiagnostics Result(s): 1)DB queries which are taking higher executing time now can be tuned. 2)Faster identification and resolution of very slow transactions.
(more…)
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MEITY DELIVERS DISTRIBUTION AND SUPPLY CHAIN EXCELLENCE WITH CAVISSON

CHALLENGE

Down fall in distribution caused by application break down. Dealers and distributors were in trouble and not been able to deliver on time for certain application failures. The application collapsed due to massive data process operations. This caused high response that resulted into the failure of back-end application to serve users with 4XX errors. The bigger challenge was understanding what’s happening in production environment in real time during the peak hours. They tried to leverage production logs to diagnose the issue issues but couldn’t find root cause that lead to the application break down during the peak traffic hours every time.

END-TO-END MONITORING AND DIAGNOSTICS

Cavisson enables MEITY to monitor performance across entire enterprise end-to-end. Starting from the user experience, application back-end, DB, Integration points, Application logs as well.

Monitoring the complex infrastructure and to do the RCA uponanyissues.

(more…)
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PHARMA MAJOR USES NETDIAGNOSTICS ENTERPRISE TO BRING STABILITY & SCALABILITY TO BUSINESS CRITICAL APPLICATIONS

CHALLENGE

Mankind Pharma, an Indian pharmaceutical behemoth with over 16,000 employees, presence in over 34 countries and $1 billion in revenue, has multiple in-house and customer facing applications that are instrumental in ensuring that all its verticals are running as per business expectations. The organization now has varied applications that are instrumental in delivering critical operational activities for both patients and staff. However, due to the sheer scale of users across these applications, there were repeated instances of slowness and/or non-responsiveness. In the healthcare sector where even the slightest of delays can have manifold impact, the organization could not afford to let these issues go undetected and needed a solution to identify the underlying root cause with speed and accuracy. Scalability issues were also prevalent as the application could not handle the load as expected and that resulted in direct revenue impact.

CAVISSON’S APM SOLUTION ENHANCES CUSTOMER EXPERIENCE & OPTIMIZES APPLICATION PERFORMANCE

One of the biggest Indian pharmaceutical organizations utilized NetDiagnostics Enterprise to identify & mitigate frequently occurring issues and drives operational and business efficiency across multiple verticals
(more…)
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HOW MACY’S USED NETSTORM

Macy’s online sales has been growing at a blazingly fast rate since its roll out in 2000. During one of the holiday seasons, Macy’s website i.e. macys.com experienced serious issues. Macy’s technical team worked overtime to find the root cause behind the said issue but to no avail!

THE CHALLENGE

Identify & fix the root cause behind the hefty increase in number of sessions during peak season.

• One of the largest US Retailers
• 512 Stores across 43 States
• $25 Billion Revenue in 2019/$5 Billion Online

Observed trouble symptoms were caused by the database table space running short. That, in turn, was caused by a burst of Application Server Sessions increasing more than 10 folds from the time new software release was put in production just before the holiday period.

Macy’s load testing team, using LoadRunner, did not observe anything that indicated any issue with the software release rolled into production and had earlier reported the performance characteristics to be like the previous application software version. Problem was “patched” by increasing the table-space size and taking some hit to site responsiveness.

After failing to even reproduce the issue in lab, Several months later, Macy’s employed performance practice team from IBM Global Services (IGS). The IGS team used IBM’s Rational Performance Tester (RPT) with large number of load generators to generate production sized load but RPT could not scale to the desired size of the load. IGS than switched over to LoadRunner and conducted several tests. That also did not help in replicating production situation and hence no handle on the root cause.

(more…)
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CSAA IMPROVES BUSINESS EFFICIENCY & AUTOMATES CRITICAL WORKFLOWS

OVERVIEW

For over 100 years, CSAA has been serving customers across USA by offering a diverse insurance portfolio. It has been at the forefront of technology adoption in order to deliver exceptional customer experience.

CHALLENGES

With a complex and distributed application ecosystem involving numerous third party integrations, the ability to capture real world scenarios and ensure availability of business critical applications was becoming a herculean task for the CSAA team using a legacy product for their load testing needs. Coupled with a high frequency release pipeline and the need for a comprehensive solution to tackle their growing business needs & complexity was apparent.

AUTOMATED LOAD TESTING SOLUTION

Cavisson enables CSAA to handle complex workflows in load testing scenarios. Coupled with extensive CI/CD integration capabilities, NetStorm, Cavisson’s Load Testing Platform ensured seamless integration of development and testing cycles. Simulating real-world scenarios in test cases was an added advantage.

CSAA implemented Pega’s workflow automation in critical business continuity applications & the existing tool was unable to replicate real-world scenarios.

SOLUTION

Cavisson System’s Load Testing Platform, NetStorm was implemented at CSAA and the team immediately saw the difference in terms of the solution’s ability to offer advanced correlation capabilities. Since the CSAA team was using Pega extensively in their CRM & ITSM workflows, they were able to capture complex correlations that were previously not possible.

Along with handling growing business complexity, NetStorm was also able to integrate OKTA authentication while replication scenarios via its powerful scripting functionalities. We incorporated OKTA authentication as part of the user journey thus enabling the CSAA team to fully replicate real world use cases.

Using NetStorm, CSAA had complete visibility along varied, business critical workflows thereby reducing instances which directly impacted customer experience and revenue.

Script Manager, our powerful & feature rich scripting functionality also ensured that the CSAA team, while migrating from the legacy solution, had to undergo minimal issues by seamlessly converting all the old test scripts to NetStorm scripts.

ABOUT CSAA

Industry: Insurance

Location: United States

Challenge: Unable to handle complex, real world scenarios during load testing via legacy products.

Product(s) Used: NetStorm Result(s): Drastic improvement in ability to handle complex, real-world scenarios in an automated manner.

BENEFITS

Along with helping CSAA deal with a variety of use cases during load testing, NetStorm was also instrumental in easing the lives of their DevOps team by providing a CI/CD integration support.

This capability not only ensured that both the Development & Quality Assurance teams were on the same page when it came to committing latest builds with greater efficiency and frequency but also provided the teams with a centralized tool to understand issues impacting their application in different builds/versions.

Next up was the fact that NetStorm gave CSAA the power to make changes to their test scripts on the go with our state-of-the-art features. The team was able to perform integral tweaks to conditions & variables in the said scripts without the need for any manual intervention, thereby saving crucial resources and building resiliency into critical applications.

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WELLS FARGO REDUCES MTTR, OPTIMIZES INFRASTRUCTURE COST AND DELIVERS SCALABLE APPLICATIONS

CHALLENGE

Wells Fargo, a 150-year old bank with assets over $1 trillion was using a legacy tool to monitor the resource impact and veracity of online transactions alongside identifying impact of different jobs on CUI transaction timings.

The test setup could not analyze a test result & compare them with other results. Legacy application was also unable to pinpoint issues and took 3-5 days for completion, a cardinal sin in the highly regulated banking industry.

Excessive alerts were being generated by the legacy tool that was also utilizing a high number of resources to generate the required load on Wells Fargo’s test setup. The legacy solution was running fixed concurrent user model, a far cry from imitating real-world traffic.

 

PERFORMANCE TESTING PLATFORM TO IDENTIFY ISSUES BY REPLICATING REAL-WORLD SCENARIOS

Wells Fargo, one of the biggest banks in the United States streamlines critical data uploads and test runs to identify impact of scheduled jobs on the all-important online transactions. The bank also cuts its infrastructure cost for generating load in its pre production environment.
(more…)
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Case Study- Cavisson Performance Testing

OVERVIEW

With the onset of COVID-19, traditional sales channels witnessed a drop, and the focus shifted on providing an exceptional online customer experience, with organizations observing a 46% YoY growth in online orders. Add to this, the retailers moved from an on-premise deployment to Google Cloud Platform (GCP) and had to make sure that the shift was in line with their scalability needs in terms of handling real-world user traffic.

Furthermore, projections at retailers estimated that compared with 2019, the year 2020 would see a huge increase in revenue generation via online channels (~6x times), and the organization could not afford downtime to affect customer experience and, in turn, revenue.

PERFORMANCE TESTING PLATFORM TO HANDLE UNPRECEDENTED LOAD

One of the largest retailers in the US, it excels in customer experience by using Cavisson’s performance testing platform during their peak season. We were instrumental in mimicking real-world behavior and ensuring that the scalability and resilience of the system remain intact.

(more…)
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