Challenge

Retail is an extremely competitive market. If the customer has a bad experience in the store, either because they didn’t find the product they were looking for or because they had friction at checkout, they quickly decide to shop elsewhere. Providing a fail-safe environment with solutions for the IT team to resolve issues quickly is a critical factor for companies.

Havan was working with a system that only monitored 30% of their environment, with no visibility into their entire infrastructure, the IT team could not identify in a timely manner whether the failure was coming from the hardware, network, database or application. There was a decentralized and segmented view of every element of Havan environment. With Black Friday 2020, Havan IT team reached out to Delfia to change this situation, identifying errors in record time and making the user experience successful.

 

Solution

At Delfia we wanted Havan to gain visibility over the infrastructure, using dashboards that would consolidate the concept of observability, which combines observation with visibility. This Software as a Service solution in the cloud was implemented in Havan by Delfia, a consulting firm specialized in digital solutions and a reference in monitoring in Brazil.

Delfia professionals were responsible for the design, implementation, training and support of the team, implementing Datadog’s observability solution in just over a month, in addition to developing the dashboards that monitor the entire IT ecosystem.

“We chose the solution provided by Delfia because we needed to visualize and monitor the behavior of applications in real time and get an overview of the technology infrastructure in a unified way, in order to predict and correct failures, both in stores and in e-commerce,” says Rodrigo Weber, technology coordinator at La Habana.

 

Results

Today, the Delfia solution with the Datadog tool monitors 100% of Havan applications and IT environment, the gains obtained by the network of stores in adopting the solution were immediate: there was a noticeable improvement in time in the resolution of problems and a consequent improvement in the experience of our customers. The team also obtained complete information on the performance of the systems and contacted the team to correct the problems. This is done before the consumer has a negative experience in the store or shopping at the online store. On the e-commerce portal, for example, IT managers can now identify which link the customer clicked on, how long it took Havan website to process this information, which servers and databases were activated and what the response time is, evaluating the performance of the application.