Build-a-Bear Workshop is using new web monitoring software to optimise its new e-commerce channels to provide visibility into the end-user experience and proactively identify and resolve potential performance issues.
The retailer, which offers an interactive make-your-own stuffed animal retail-entertainment experience, has stores in the US, Canada, the UK and Ireland, among other countries. But it needed to monitor the success of its buildabear.com and recently launched buildabearville.com websites.
The company is using Vantage software from provider, Compuware to monitor and optimise the user experience.
This was particularly key for its buildabearville.com site, which attracted over one million users within six weeks of going live. There, where children can bring to life bears made at Build-A-Bear Workshop, create unique characters, participate in games, earn Bear Bills currency and interact with friends in a safe online community environment.
"Bringing the Teddy Bear to life is core to our mission and we needed the best way to ensure a positive guest experience," said Dave East, Build-A-Bear Workshop IT network system director.
The Vantage software allows Build-A-Bear Workshop to identify IT issues early, enabling a proactive fix for potential issues, complimenting the in-store customer experience with a high-performing online experience, and grow the business with a consistently performing, expanded channel presence.
If a problem occurs online, the diagnostics available through Vantage are allowing the retailer to quickly isolate, characterise and resolve any technical issues.
"Achieving business growth is directly linked to technology excellence and Compuware Vantage is an integral part of our online success," added East. "Vantage is the only solution providing visibility and diagnostics into both web traffic and non-web information."
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