Webscale achieves 100% customer satisfaction

• 分析与建模 - 实时分析
• 应用基础设施与中间件 - 数据交换与集成
• 网络安全和隐私 - 安全合规

• 电子商务
• Software

• 商业运营
• 质量保证

• 预测性维护
• 远程资产管理
• 安全索赔评估

• 系统集成
• 软件设计与工程服务
• 云规划/设计/实施服务

As an infrastructure services company that customers rely on for 24 x 7 availability, Webscale requires real-time access to data as a critical resource to understand the health of each customer’s site performance. Yet, gaining central insights from the company’s multiple tools and disparate data sets was proving to be a challenge. The tools required login and data analysis for each customer instance, which was a manual, time-consuming effort that consumed 500 hours per month. “As a global company, we wanted to scale our data analysis capabilities and equip our teams with real-time observational insights. We set out with the goal to gain a centralized data lake from a solution that would enable us to build infrastructure monitoring, alerting and in-depth intelligence about our infrastructure and our customer performance,” said Nithyanand (Nith) Mehta, VP and GM at Webscale.

Founded in 2015, Webscale provides ecommerce companies with a modern SaaS platform to simplify the deployment, management and maintenance of infrastructure in multi-cloud environments, including Amazon Web Services, Google Cloud Platform and Microsoft Azure. With employees working around the globe, Webscale powers Fortune 1000 brands and thousands of other B2C, B2B and B2E e-commerce storefronts across 12 countries. Webscale is the cloud platform for modern commerce. Offering security, predictive scalability and blazing-fast performance, the Webscale SaaS platform leverages automation and DevSecOps protocols to simplify the deployment, management and maintenance of infrastructure in multi-cloud environments, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure. Webscale powers Fortune 1000 brands and thousands of other B2C, B2B, and B2E ecommerce storefronts across 12 countries and has offices in Santa Clara, CA, Boulder, CO, San Antonio, TX, Bangalore, India and London, UK.

To gain a centralized and scalable solution for much-needed infrastructure monitoring, Webscale evaluated multiple application performance monitoring and observability solutions. Following careful consideration of the company’s requirements, Webscale selected Sumo Logic based on several factors, including price, flexibility and ease of use. “Sumo Logic gave us a great combination of providing a comprehensive, multitenant solution to support our many customers, as well as easy adoption. The solution’s ease of use let us ramp up quickly to experience a fast time-to-value,” said Mehta. Webscale unlocked the power of Sumo Logic’s observability with application monitoring, analytics, and custom dashboards to drive daily operations for the site reliability engineers (SRE), support and customer success management (CSM) teams. As a result, Webscale is experiencing several favorable business outcomes: Holistic, insight-driven troubleshooting and diagnosis—at scale. Moving from manual analysis of disparate data sets to Sumo Logic’s automated and holistic analytics provides Webscale with an effective and fast process to understand how the company’s and each customer’s infrastructure is running. As Dhanush Suhas, Lead SRE for Webscale, puts it, “Sumo Logic serves as the heart of our customer-facing operations, allowing us to see everything in one place and view specific use cases and issues on a day-to-day basis,” also noting, “We’ve built metric dashboards that show us the health of the system and trending details on how it’s changing over time. It’s really easy for our SRE team to look at what the issue is and troubleshoot the next steps.”

• The SRE team has realized significant speed and efficiency gains since adopting Sumo Logic to holistically assess infrastructure health—reducing investigation time by 90%. Sumo Logic provides central data telemetry on a range of attributes, such as traffic analysis, page loads, database cache and memory utilization. “Now, an investigation that typically took 20 minutes can be done in a couple minutes. Multiply that time savings by many investigations each day, and it’s a big win,” said Mehta.
• With the workflows to debug and diagnose problems fully optimized for speed and efficiency, Webscale assessed other areas Sumo Logic could help evolve the customer experience. The answer: shift from reactive issue resolution to proactive efforts. “With Sumo Logic’s data insights, we’re empowered to focus on ways we can improve our customer experience. That empowered us to take a proactive approach to identify any performance or bottleneck issues and optimize them. This provides a better service for our customers and, in turn, enables our customers to deliver a better digital experience for their customers,” said Mehta.
• Thoughtful and proactive improvements to the customer experience have become a key company motto. “Our CSM and SRE teams consistently collaborate to identify areas where we can improve consulting for our customers to serve them better and give them an optimal web experience,” said Mehta. A notable example of this is the use of threshold alerts, which notifies the SRE team any time an application hits a reduced performance level. “Sumo Logic’s threshold alerts provide upfront insights on the system’s behavior, which streamlines processes for our engineers. Before customers even recognize a change in performance, we’re already working on a fix,” said Suhas.

• Webscale reduced investigation time by 90%.
• Previously, customer satisfaction was at 90%. Now, it is at 100%.