Keep teams focused on mission-critical issues during Black Friday

During Black Friday, a sports apparel retailer used Quantum Metric to help its team decide which issues to escalate and which could wait until after the peak season.

 

On Black Friday, the Customer Service team at a sports apparel retailer received calls from customers who experienced an error message: “Unable to add to bag. Please try again later.”

The service team escalated the issue, and at least five people from engineering began investigating. One team member used Quantum Metric to instantly see the impact of the error on users and conversion. It was immediately apparent that while noisy, this issue didn’t warrant dedicating QA and engineering resources during Black Friday.

Quantum Metric saved the team from spending more time than necessary trying to investigate an issue that, ultimately, wasn’t a top priority during a mission-critical time.

 

Watch a 2-minute demo video of this use case:

Use Case Prioritization, Reduce MTTI/MTTR
Team Customer Service, Engineering
Industry Retail

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