Travis Perkins has improved customer service across its websites, while significantly decreasing downtime.

While the retailer acquired Wickes well over ten years ago, it has only recently bought the Wickes eCommerce platform in house, providing greater control over customer service as the retailer rapidly grows online. Three years ago the company moved the Wickes eCommerce operation onto SAP Hybris.

Travis Perkins then partnered with Dynatrace to improve downtime and to diagnose and react quicker to problems occurring on the site.

"This was our first serious foray into online, and we really experienced challenges in keeping up with the business growth," said eCommerce operations team leader, Abdul al Tayib. "With large numbers of customers on the site, we were dealing with website outages and degraded service for our customers. We had no way of monitoring performance, so we’d often only learn that there was a problem when customers services rang in to complain."

Travis Perkins has reduced its website downtime by two-thirds since deploying Dynatrace's platform, while also reducing the time it takes to resolve performance issues by 75%.

Tayib told Essential Retail that Dynatrace gives Travis Perkins the ability to proactively scale its infrastructure. "Business was growing but there wasn't a real capability to get under the hood of the [eCommerce] application," he explained.

He added: "There was a huge reduction in errors and challenges experienced by the business."

Since then, the IT team has been using Dynatrace on all Travis Perkins websites, providing the ability to diagnose problems and give business feedback.

Being able to diagnose in this manner has enabled Travis Perkins to continue its devops strategy where it can make small UX changes on the website and see how they impact the customer experience as a consequence.

“We plan to roll out Dynatrace across our testing environments so that our development teams can access the same performance data and automation capabilities as our ops team can," explained Tayib. "This will be vital in supporting continuous development workflows, allowing us to rapidly improve the quality of the code being created. Ultimately, this will help us bring new digital services to market faster and transform the way we do business."