29 posts found
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Use Case Real-time monitoring
Team IT ops
Industry Retail
Real-time monitoring

Major retailer uses Quantum Metric alerts to monitor broken paths during replatforming initiative

When you think about the sheer amount of pages and flows that a major retailer has to account for at any given time, it can be daunting. Add a replatforming initiative into the mix and…

Use Case Experimentation
Team Product
Industry Telecom
Experimentation

A product manager at a top five telecom company used Quantum Metric’s Page Analytics to surface an experimentation hypothesis

This PM is always monitoring key pages in the phone buying funnel. The PM used the Page Analytics feature to surface a valuable micro-conversion. The filter bar (used to select particular phone brands etc) was…

Use Case UX improvement
Team UX
Industry Government
UX improvement

Major government agency quickly course corrects after redesign, leading to a 21% increase in funnel entrances

After a redesign, the UX team at a federal government agency analyzed real-time journey data using a Quantum Metric dashboard. The team found that the redesign had resulted in far fewer users entering its “fill…

Use Case Real-time monitoring
Team E-commerce
Industry Retail
Real-time monitoring

Major sporting goods retailer is alerted to $7 million annual opportunity immediately after production launch of a new commerce platform

Replatforming isn’t easy and there will always be problems. To minimize the impact of these problems, teams use Quantum Metric for real-time alerting, prioritization, and issue remediation. This retailer had a dashboard specifically to monitor…

Use Case Reduce MTTI/MTTR
Team Mobile, Product
Industry Grocery
Reduce MTTI/MTTR

Mobile product manager drastically reduces his escalation workflow

A mobile product manager at a national grocery chain reduced the time spent on escalations from days to minutes. Previous to Quantum Metric, this mobile product manager would frequently field escalations. With the recent pandemic,…

Use Case Conversion optimization, UX improvement
Team E-commerce, Mobile, Product
Industry Retail
Conversion optimization, UX improvement

Beauty supplier quickly finds “value leaks” on its mobile app and increases CVR

A national US beauty supply chain store uses Quantum Metric on its native mobile app to find “value leaks” and increase CVR.

Use Case Internal employee apps, Reduce MTTI/MTTR, UX improvement
Team Customer Service, IT ops, Mobile, Product
Industry Travel and hospitality
Internal employee apps, Reduce MTTI/MTTR, UX improvement

Airline identifies UX friction on CSA boarding mobile app within minutes vs. hours

A US airline’s mobile team uses Quantum Metric on their employee Boarding Agent app, which is used by customer service agents (CSAs) to check in and board 50M guests a year.

Use Case Fraud Detection
Team Fraud
Industry Travel and hospitality
Fraud Detection

Proactively detect and prevent e-commerce fraud

A fraud team uses Quantum Metric to automatically detect suspicious user behavior, such as repeated cut and paste behavior of credit card numbers.

Use Case Conversion optimization, Personalization
Team E-commerce, Product
Industry Retail
Conversion optimization, Personalization

Optimize True Fit to reduce frustration and returns

A U.S. retailer uses Quantum Metric to reduce returns and increase customer satisfaction by steering customers to use True Fit, which helps customers select their correct size.

Use Case Conversion optimization, Personalization
Team Analytics, E-commerce, Product
Industry Retail
Conversion optimization, Personalization

Rescue customers upon payment rejection

An apparel retailer uses Quantum Metric and Monetate to rescue customers when their payment method is rejected by a third-party payment processor.

Use Case Fraud Detection, Real-time monitoring
Team Fraud
Industry Financial services
Fraud Detection, Real-time monitoring

Reclaim millions in fraud losses through detection of suspicious cut-and-paste activity

A money transfer company used Quantum Metric to automatically detect fraudulent user behavior, saving up to $5M over a three-year period.

Use Case Conversion optimization, Reduce MTTI/MTTR
Team IT ops
Industry Financial services
Conversion optimization, Reduce MTTI/MTTR

Identify API anomaly that caused a site-wide crash

Immediately following a release, customers for a money transfer company experienced a widespread Service Not Available error right in the middle of their transactions.

Use Case MTTI/MTTR
Team Engineering, QA
Industry Retail
MTTI/MTTR

Include replays in automated test scripts for faster resolution

The QA team at a health and wellness retailer proactively finds bugs in production by including Quantum Metric in its daily automated test scripts.

Use Case Prioritization, UX improvement
Team Customer Service, CX/VOC, Engineering, UX
Industry Travel and hospitality
Prioritization, UX improvement

Quickly size the impact of survey complaints

After rolling out a new product called Trips, Alaska Airlines identified a usability issue that impacted its highest-value customers.

Use Case Call center reduction, Security
Team Customer Service
Industry Financial services
Call center reduction, Security

Decrypting secure data to support customers

A financial services company received numerous customer complaints on its acquisition flow, specifically on the phone verification step.

Use Case Conversion optimization, Personalization
Team Analytics, Customer Service, E-commerce
Industry Retail
Conversion optimization, Personalization

Rescue high-value customers at the moment of friction

A consumer electronics retailer is using Quantum Metric to recover up to $30M in potential lost sales when customers experience friction on its checkout page.

Use Case Call center reduction, Reduce MTTI/MTTR
Team Customer Service, Engineering
Industry Travel and hospitality
Call center reduction, Reduce MTTI/MTTR

Empower phone agents to reduce call time

Alaska Airlines uses Quantum Metric to dramatically cut down average handle times and MTTI/MTTR, while gaining internal buy-in for design and functionality changes.

Use Case UX improvement
Team Mobile, Product
Industry Telecom
UX improvement

Streamline product design across web, mobile, even 10 foot apps

Quantum Metric empowers this cable company to understand product utilization on every platform from web, mobile, and even 10 ft apps like Roku.

Use Case Real-time monitoring, UX improvement
Team UX
Industry Retail
Real-time monitoring, UX improvement

Watch live user interactions after every release

Mizuno’s UX team watches live user interactions after every major release.

Use Case UX improvement
Team E-commerce, UX
Industry Retail
UX improvement

Identify the a/b variant with higher click-through rate

The UX team at a global shoe retailer uncovered a significant redesign opportunity after finding that customers were 93.8% less likely to click on one page element over another.

Use Case Prioritization, Real-time monitoring, Reduce MTTI/MTTR
Team Analytics, Engineering
Industry Retail
Prioritization, Real-time monitoring, Reduce MTTI/MTTR

Quickly identify a 3rd-party payment issue

An auto parts replacement retailer identified a PayPal-related issue within minutes after hours, sparing the team late night rounds of phone calls.

Use Case Prioritization, Reduce MTTI/MTTR
Team Customer Service, Engineering
Industry Retail
Prioritization, Reduce MTTI/MTTR

Keep teams focused on mission-critical issues during Black Friday

During Black Friday, a sports apparel retailer used Quantum Metric to help its team decide which issues to escalate and which could wait until after the peak season.

Use Case Conversion optimization, Prioritization, Real-time monitoring, Reduce MTTI/MTTR
Team E-commerce, Product
Industry Retail
Conversion optimization, Prioritization, Real-time monitoring, Reduce MTTI/MTTR

Identifying sudden drops in checkout success

Within three hours of noticing a sudden drop in checkout conversion rate, the digital team at a retail chain identified and fixed an issue that caused $300K in abandoned cart value or $15M in annual…

Use Case Conversion optimization
Team E-commerce, Product
Industry Retail
Conversion optimization

Increase conversion with insight into null search results

A health and wellness retailer saw an increase in two-digit percentage points for certain segments after gaining new visibility into its null search results.

Use Case Conversion optimization
Team Analytics, E-commerce, Marketing
Industry Retail
Conversion optimization

Identify revenue opportunity from coupon errors

A major retailer used Quantum Metric to grow conversions by 40% in a previously untapped segment, resulting in $2M revenue growth over just two months. 

Use Case Conversion optimization
Team Analytics, E-commerce, Marketing
Industry Retail
Conversion optimization

Evaluate promo-code performance and friction

Within days of deploying Quantum Metric, the largest Canadian retailer saw that 3.2K sessions encountered a “Promo Code Error” and 2K had abandoned their carts as a result. This was equivalent to 5.1% of all…

Use Case Conversion optimization, Prioritization, Reduce MTTI/MTTR
Team Analytics, E-commerce, Product
Industry Retail
Conversion optimization, Prioritization, Reduce MTTI/MTTR

Make the business case for critical fixes on the checkout page

After an IT security update, a global shoe retailer used Quantum Metric to identify an error that cost the business $4,500 a day or 4.5% of daily online sales.

Use Case Prioritization, Reduce MTTI/MTTR
Team E-commerce, Product, UX
Industry Retail
Prioritization, Reduce MTTI/MTTR

Quickly identify and prioritize cause of conversion drop after a product release

After a code release, JCPenney fast-tracked a fix with IT that saved the company $25K in daily losses or 12% of its annual revenue.

Use Case Reduce MTTI/MTTR
Team CX/VOC, Engineering, IT ops
Industry Retail
Reduce MTTI/MTTR

Reduce mean time to identify and resolve e-commerce issues

A Fortune 500 auto replacement parts retailer, has seen its Mean Time To Identify (MTTI) go “from potentially never to hours.” The retailer has 50 active users across product, UI/UX, IT Dev, QA, and Analytics…

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