AMER SPORTS FOCUSES ON THE EXPERIENCE OF ITS CUSTOMERS AND THE FEELINGS OF ITS EMPLOYEES

 

Amer Sports is one of the leaders in the retail sports market, with internationally recognized brands such as Salomon, Arc’teryx, Peak Performance, Atomic, Suunto, Wilson, and Precor. The group’s business is balanced by its broad portfolio of sports and products, and by a global presence.

Positioned in a market where the customer experience has a strong impact on the business, Amer Sports has equipped itself with the MIP Solution in order to access a global supervision and to optimize the performance of business applications and sales sites.

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Industry: Retail | Company size: +8600 employees | Location: Worldwide | Interest: APM/DEM/NPM

• 46 supervised sites
• 26 countries
• 18 monitored applications
• 16 measuring points
• + 5900 measurements in 24H

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A COMPLEX IT ARCHITECTURE

In this omnichannel trend, Amer Sports has focused its efforts towards an optimal digital experience for both teams and customers. Indeed, in the absence of cross-functional governance for its brands, the company was not taking full advantage of the power of its tools. Siloed operations and complicated communication hindered information sharing, and ultimately impacted the business.

To support the business teams, the IT policy had to balance the implementation of standards with the divergent needs of the regions and brands. It was important to provide stable performance on mission-critical applications, whether they were hosted in the cloud or on-premises, and whether they came from a vendor or were developed in-house.

The implementation of the MIP Solution was also decided with the customer experience in mind. For BtoB and BtoC sales sites, the teams wanted to obtain real feedback on incidents, and to get out of the reactive mode that could quickly turn into a loss of revenue.

Collaborative tools, order applications linked to the ERP, logistics, e-commerce sites… Amer Sports’ IT teams were looking for global visibility to maintain a high level experience.

BETTER VISIBILITY FOR A COMMON GOAL

Amer Sports’ IT department therefore opted for the MIP Solution, an application- and network-oriented monitoring tool that could consolidate its complex IT environment and its IT teams.

The simplicity of the non-intrusive end-user solution has allowed each entity to reduce valuable troubleshooting time. It was possible to monitor the evolution of performance, both for the employees’ feelings and for the customers’ experience, thanks to scenarios played 24/7 in a real environment, which factualized the incidents, the evolutions over time, and above all, the proper functioning of the applications.

In addition, the uniqueness and intuitiveness of the platform made it easier for application and network teams to collaborate and isolate the root causes of incidents before end-users were even impacted. A necessary collaboration that improved MTTR and allowed teams to focus on “how do we improve the health of the information system as a whole?”

MIP’S SOLUTION FOR AMER SPORTS’ EXPANSION

With the goal of leading the sports retail market, the MIP Solution is used to structure the entire IT environment. From availability analysis to page-by-page latency, the MIP Solution’s metrics allow the enterprise to be proactive. This allows Amer Sports to implement more effective troubleshooting processes that serve as benchmarks.

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Improvements since the implementation of the MIP solution:

• IT teams no longer waste time with the maintenance in operational condition (MCO) of the application and network supervision tool, the service is included in the MIP Solution
• Incidents are quickly identified thanks to screenshots and error replay videos
• An upstream approach on internet output results via Zscaler for effective deployment, especially to North American borders
• A real user experience view for China-based users logging into each brand’s site
• End-of-month BI reporting to manage the IT department and make strategic decisions
• A managed service for a long-term relationship as a trusted third party