Scalable Web Analytics Service
We provided web analytics and program management to help the client improve website performance and reduce costs
- Comprehensive web analytics solution
- Innovative service roadmap
- Scalable technical implementation
Challenge
The client needed a comprehensive solution to support its website activity trending tool and its end users with program/service management and web analytics to deliver reporting, maintenance, support, deployment and enhancement services. This required a scalable program infrastructure to meet all current and anticipated needs that would include daily operations support and cross-functional support, as well as definition of a web analytics roadmap to address potential enhancements and improvements to the tools, business processes, and support infrastructure for end users.
Solution
We planned and implemented a robust and scalable software solution and service that fully supported the specific needs of the internal customer base. The core goal of this service was to move the existing focus on metrics towards providing a set of consistent, insightful, and actionable data to improve each customer’s site.
We leveraged a professional senior-level team with the project management, business analysis, and IT system integration analysis skill sets to provide a flexible and scalable solution that met the unique and changing business objectives on schedule and within quality expectations.
Program management for the service included formal monthly status reviews covering service metrics, enhancement project status, and service insights. Our team created a service roadmap, being responsible for our client’s product offerings and feature releases. The team also served as a Tier 3 escalation point.
Additionally, we also delivered the analytics service, overseeing the following: service delivery and tenant updates, conducting end-to-end training for tenants and other users, presenting data for the monthly status review, and providing overall Tier 1 and 2 support.
Innovation and Impact
- Enhanced service delivery: our team-based approach unified the oversight and management of all aspects of the service
- Improved user adoption: actionable insights helped improve website performance quickly
- Scalable and robust solution: Addressed current needs and prepared for future growth
- Strategic focus: freed up program managers to concentrate on high-level initiatives