Take control of your digital performance
CX Monitoring
CX monitoring tracks online customer interactions to ensure a quality journey, offering real-time insights for proactive issue resolution and service refinement. It boosts loyalty and revenue by enhancing the customer experience, turning buyers into lifelong advocates and setting a brand apart.
Our promise: the power of digital performance unleashed
Unlock a transformative business era with valantic’s CX Monitoring! Our cutting-edge solution revolutionizes your approach by harnessing the power of data-driven insights and continuous KPI monitoring. Propel revenue growth, slash costs, and elevate the customer experience. Embrace informed decision-making and seize control of your digital performance today! We’ll help you break down silos and gain end-to-end visibility in your application flow. Our monitoring solution enables you to track the performance of your entire digital ecosystem, from customer interactions to backend systems – regardless of the vendor. Identify issues in real-time, have them resolved promptly, and ensure an uninterrupted customer experience.
Projects successfully implemented by valantic
A luxury shopping experience for MCM customers
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Future-proof order management for Acne Studios
Learn moreCustomizable key performance indicators
Real-time observation of marketing, order, payment and sales KPIs
valantic’s CX Monitoring solution allows you to make better data-driven decisions by getting the full picture of what’s happening in your digital ecosystem. We offer more than 200 key performance indicators (KPIs) that are calibrated to your specific business thresholds – while our competitors only monitor a fraction. These KPIs provide real-time insights into the metrics that matter most to your digital success. Stay ahead of the competition by leveraging our constantly evolving KPIs, which are based on customer feedback and industry best practices.
Monitor, alert, escalate
Quick resolution of success-critical issues and performance impairments
No more unexpected downtime, failed orders, revenue losses or frustrated customers: By gaining a real-time overview of what’s happening with your systems, including thresholds that – when crossed – trigger an alert, issues can be escalated and resolved quickly. This ensures an excellent customer experience on the part of the user and uninterrupted sales and performance on your company’s side.
Use cases
Payment Processing: PayPal Failure Leads to 2.5M Loss
CX Monitoring discovered an intermittent issue with PayPal. The issue led to failed sessions, customer frustration, and an average loss of 1.2 million EUR monthly. The customer confirmed a revenue loss of 2.5 million EUR due to this unresolved issue. With other clients, CX monitoring detected an expired Apple Pay certificate resulting in a $200,000 revenue loss, and Amazon Pay not working resulting in $25,000 lost revenue.
Order Management: Gift Card Fraud Costs 400K
Fraudsters are using bots to brute-force online gift cards. These incidents trigger a staggering monthly revenue loss of up to $400,000. The CX Monitoring team noticed that there were multiple fraudulent attempts during peak times (e.g. 374 attempts on a single order), testing all available payment methods. Despite the customer’s strong fraud prevention system, 1% of cases allowed end users to place orders. Once the issue was fixed, 2.1 million USD was saved in charged-back fees.
Product Management: All Products are on 60% Sale
An internal error by a global sports brand triggered an unforeseen online retail event, with all products marked down by a significant 60%. valantic instituted KPI monitoring specifically tailored to monitor abnormal price fluctuations. This proactive measure ensures swift detection and rectification of similar incidents in the future, safeguarding revenue streams and bolstering operational resilience.
Technical Performance: Real-Time Monitoring for B2C Commerce Security
Business Manager serves as the focal point for Salesforce B2C Commerce operations, necessitating robust security measures. Real-time Security Logs track role assignments and permission changes, leveraging new data sources for enhanced monitoring. Immediate alerts for ADMIN role assignments and permission alterations ensure proactive security management.
Payment Processing: Klarna's Disappearance Triggered Payment Velocity Boost
CX Monitoring is designed to catch stealthy disruptions. Klarna – a critical payment method – vanished from a high-traffic customer website. They discovered that the iframe was hidden by security five days later. Our solution provides instant alerts if any payment instrument goes AWOL on a single website, safeguarding the revenue flow for orders already in the pipeline.
Order Management: Investigating Returns and Resolving Order Issues
The average return rate for online purchases is 18.1%. The majority of e-commerce returns occur at the beginning of each year, during January. 30% of online shoppers overspend and actively seek ways to return the products they do not want. Elevated returns may indicate product or delivery issues. Troubleshooting drills down into return reasons, customer, and shipping details to identify underlying issues and protect revenue streams.
Product Management: CX Monitoring Delivers Minute-by-Minute Data Oversight
Responding to a Customer’s request, CX Monitoring was enhanced to ingest SFCC OCAPI data and logs every minute. This enables the Customer team to monitor the performance of their operations almost instantly, facilitating resource allocation in case of issues and thereby maximizing site uptime.
Technical Performance: Boosting Revenue by €1M Annually Through Template Error Detection
CX Monitoring identified a high rate of failed customer sessions (15-20%). After root cause analysis, valantic managed to link sessions to specific template rendering errors coming from the SFCC logs. Resolving this issue resulted in additional revenue of 1 million EUR per year.
Your digital performance game-changer
CX Monitoring by valantic
With 15+ years of experience, and 250+ successfully executed eCommerce projects, valantic is well versed in the issues the digital retailers are facing and recognizing that data must be managed holistically. CX Monitoring knocks down silos and builds an environment capable of monitoring the entire application flow resolving issues in real- time, as soon as they appear and before the customer is impacted.
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We now offer 200+ out of the box KPIs
Client organization’s ongoing digital transformation is driven by business needs and real-time insight into end-user journey patterns. What data will drive (or derived from) your business growth? What KPIs do we need to monitor? valantic measures “metrics that matter” for your business. When defined, KPI’s are calibrated to customized thresholds for real-time escalation and mitigation. We started with 100+ KPIs and are now tracking 200+ based on constant monitoring, learning and feedback from our customers.
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We are a single provider for multiple vendors
Today, digital retailers are interested in combining several monitoring functionalities from a single provider to not only reduce tool and vendor management pain but also to gain new capabilities. Also, with increased visibility into siloed performances of each system and vendor, valantic becomes a single vendor for 3rd party escalations and 3rd party SLA performance monitoring, to allow digital retailer internal teams to focus on their core roles.
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We deliver fast Time-To-Market
Fast time-to-market is almost always a requirement for retailers and brands. Leveraging pre-defined implementation and activation process, valantic offers 4 weeks of implementation for 200+ OOTB KPIs. Rapidly deploy CX Monitoring so that every person in your organization has the right access to the right data, and the ability to turn it into mission-driving action.
The valantic advantage
- Industry-leading solutions: Our CX Monitoring solution is at the forefront of the industry, incorporating the latest advancements and best practices.
- Customized approach: We understand that every business is unique, which is why our solutions are tailored to meet your specific needs and objectives.
- Continuous innovation: We constantly evolve our KPIs and monitoring capabilities to ensure you have access to the most relevant and impactful data.
- Seamless integration: Our implementation process is designed to be seamless, allowing for a smooth integration of our solution into your existing systems.
Harnessing E-Commerce Dark Data for Business Brilliance
In this white paper you will, amongst others, learn more about the technical and strategic implementation of CX monitoring tools used to enhance customer satisfaction, streamline operations, and prevent revenue…
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