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Jupiter Shop Channel Enhances IT Operations and Customer Engagement with Splunk
Technology Category
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- E-Commerce
- Retail
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Behavior & Emotion Tracking
- Leakage & Flood Monitoring
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Jupiter Shop Channel (JSC), Japan’s first television shopping network, was facing several challenges in executing its omni-channel strategy for unified shopping across TV and e-commerce. The company needed a platform that could convert data into actionable insights, simplify workflows, boost interdepartmental collaboration, and improve customer engagement. The IT staff was burdened with increasing workloads, especially in failure investigation, after the launch of an e-commerce site to support the omni-channel initiative. The company was using Zabbix, a software tool for detecting system errors, but it was not effective in handling disparate data sources across multiple servers and operational silos. The IT team had to manually correlate access logs and application logs before they could analyze failures, which was time-consuming and challenging.
The Customer
Jupiter Shop Channel (JSC)
About The Customer
Jupiter Shop Channel (JSC) is Japan’s first television shopping network that broadcasts live programs selling lifestyle goods to home shoppers. To support its omni-channel initiative, JSC launched an e-commerce site, which increased the workload of the IT staff, especially in failure investigation. The company required a seamless collaboration between its call center, studio, and production control room to ensure viewers obtain real-time information about order status and merchandise availability when they call. JSC is committed to providing an exceptional customer experience and responds to every customer inquiry within one working day.
The Solution
JSC adopted Splunk, a platform that provided a unified view of data with full visibility into operations. Splunk technology automatically consolidated and indexed all types of logs, enabling the IT team to search, correlate, visualize, analyze, and report on any log data to identify and resolve operation issues. The company streamlined its daily operation by integrating and analyzing mobile application logs and Zabbix logs. Splunk also helped JSC break down silos, standardizing analysis and driving cohesion to gain a complete view of the organization’s data. The platform played a critical role in relieving the burden on IT operations by reducing the time taken to identify system issues across multiple servers. Splunk also enabled JSC to move from passive investigation to proactive analysis with one unified monitoring experience.
Operational Impact
Quantitative Benefit
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