Reduce mean time to identify and resolve e-commerce issues

Advance Auto Parts, a Fortune 500 auto replacement parts retailer, has seen its Mean Time To Identify (MTTI) go “from potentially never to hours.” The retailer has 50 active users across product, UI/UX, IT Dev, QA, and Analytics who have regular visibility into the customer experience.

 

Previously, customer issues came in through voice of customer surveys. But many issues couldn’t be replicated, so its IT team had to close tickets.

“We simply didn’t have the internal resources to keep digging; we had to keep the lights on,” said Pete Zeiner, who leads the Advertising, Ecommerce, and Digital Innovation teams.

The team discovered Quantum Metric and was impressed “even at the initial demo.” Pete said: “Quantum Metric was already able to show me things that I’ve been struggling to surface for years.”

 

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Use Case Reduce MTTI/MTTR
Team CX/VOC
Industry Retail

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