User satisfaction index goes to 90% in the main applications
Largest Brazilian multinational of cosmetics and hygiene and beauty products, Natura uses technology to operate its business and connect with its consultants and clients on a global scale. Ensuring service levels considered critical to your direct selling business is indispensable for the company's success. For this reason, the company has invested in the past two years in software to leverage its digital transformation.
In addition to performance, the company seeks to improve the digital interaction experience of its consultants and consumers, simplify the IT operation and accelerate the launch of new technology solutions. To contemplate these three pillars, Natura opted for the Dynatrace digital performance platform.
According to Natura's IT manager, Filipe Jaske, responsible for the monitoring area, one of the main needs of the organization was to monitor in real time the experience of its users, especially those of direct sales consultants. The company's digital systems are widely used for product launch campaigns, order capture and consultants' training.
Route correction and prevention
In some situations, specific problems mobilized a large part of the technology team. To distinguish isolated issues from failures that affected a large number of people, increasing the efficiency of the processes, Natura chose Dynatrace tools. In 2013, the first monitoring solutions were implemented, based on user experience, focused on capturing web orders.
The problems started to be solved preventively, which contributed to an increase in the quality of services and in the company's business management. "It was a time of great demand because it was a Christmas campaign period. With the implementation of Dynatrace solutions, the result was immediate. Right after installation, it was possible to analyze all visits and evaluate in real time the systems performance and the experience perceived by users. We were able to evolve our processes in the first week after implementation, correcting application problems and refining our perception of the nature of failures, segregating isolated problems from users from those of systems itself. It was a great leap in quality in technology of Natura's information ", said Jaske.
Over time, Dynatrace's operations became intrinsic to Natura's technology operation. The solutions have spread to several other systems and are currently part of the multinational's technology operation routine. "No new application that is developed for use by Natura consultants can go into operation without support from the Dynatrace platform. It is our rule. We have been improving our partnership and relationship and, as our business and applications have grown, Dynatrace has evolved with us" , completed Jaske.
Dynatrace's solutions now cover more than 30 company applications. All are monitored by the platform in various structures, indirectly reaching hundreds of people in the day-to-day interaction. Among Natura cells that started using Dynatrace solutions are the support of applications responsible for general systems, following trends, errors and performance improvements; technology infrastructure, customer relationship and operation and logistics.
With the implementation of Dynatrace's solutions, issues that required further investigation and investigation by Natura's technology team began to be detected in real time, allowing the team to anticipate solutions and avoid impacts on the operation. With this, the company was able to improve its level of service and attendance in general. "Thanks to the platform, the company's technology professionals created a new internal indicator, the metric called User Experience, which brings a focus on the quality of services for Consultants and clients of our e-commerce. In other words, Dynatrace has passed to be an integral part of the interaction process with our main customers and leveraged the success of Natura's digital transformation journey, "says Jaske.
Main Dynatrace solutions at Natura
New service cell - Natura Consultant Experience
The first implementation of Dynatrace allowed Natura to automate the performance monitoring processes of the entire application delivery chain, with the ability to monitor business transactions 24 hours a day, seven days a week. Dynatrace dashboards enable a detailed assessment of applications and infrastructure from the perspective of end users.
In the first month of the cell's implementation, in 2014, 50% of the problems encountered by users began to be solved immediately at the moment of interaction. The other flaws, normally linked to internal procedures, also began to be resolved more quickly, due to accurate diagnoses. "The feedback from the consultants has been the best possible. Before, Natura had a reactive posture for these situations and, now, we have a greater attention to your needs", said Filipe Jaske, Natura's IT manager, Filipe.
Natura Network e-commerce solutions
Another example of Dynatrace's activity is the e-commerce platform used by Natura Digital Consultants: the Natura Network, launched in 2014 to directly serve customer purchase orders on the web. The monitoring made by Dynatrace software allowed the remodeling of the entire system interface, raising the user satisfaction index from 60% to 90%.
In addition to performance, the company seeks to improve the digital interaction experience of its consultants and consumers, simplify the IT operation and accelerate the launch of new technology solutions. To contemplate these three pillars, Natura opted for the Dynatrace digital performance platform.
According to Natura's IT manager, Filipe Jaske, responsible for the monitoring area, one of the main needs of the organization was to monitor in real time the experience of its users, especially those of direct sales consultants. The company's digital systems are widely used for product launch campaigns, order capture and consultants' training.
Route correction and prevention
In some situations, specific problems mobilized a large part of the technology team. To distinguish isolated issues from failures that affected a large number of people, increasing the efficiency of the processes, Natura chose Dynatrace tools. In 2013, the first monitoring solutions were implemented, based on user experience, focused on capturing web orders.
The problems started to be solved preventively, which contributed to an increase in the quality of services and in the company's business management. "It was a time of great demand because it was a Christmas campaign period. With the implementation of Dynatrace solutions, the result was immediate. Right after installation, it was possible to analyze all visits and evaluate in real time the systems performance and the experience perceived by users. We were able to evolve our processes in the first week after implementation, correcting application problems and refining our perception of the nature of failures, segregating isolated problems from users from those of systems itself. It was a great leap in quality in technology of Natura's information ", said Jaske.
Over time, Dynatrace's operations became intrinsic to Natura's technology operation. The solutions have spread to several other systems and are currently part of the multinational's technology operation routine. "No new application that is developed for use by Natura consultants can go into operation without support from the Dynatrace platform. It is our rule. We have been improving our partnership and relationship and, as our business and applications have grown, Dynatrace has evolved with us" , completed Jaske.
Dynatrace's solutions now cover more than 30 company applications. All are monitored by the platform in various structures, indirectly reaching hundreds of people in the day-to-day interaction. Among Natura cells that started using Dynatrace solutions are the support of applications responsible for general systems, following trends, errors and performance improvements; technology infrastructure, customer relationship and operation and logistics.
With the implementation of Dynatrace's solutions, issues that required further investigation and investigation by Natura's technology team began to be detected in real time, allowing the team to anticipate solutions and avoid impacts on the operation. With this, the company was able to improve its level of service and attendance in general. "Thanks to the platform, the company's technology professionals created a new internal indicator, the metric called User Experience, which brings a focus on the quality of services for Consultants and clients of our e-commerce. In other words, Dynatrace has passed to be an integral part of the interaction process with our main customers and leveraged the success of Natura's digital transformation journey, "says Jaske.
Main Dynatrace solutions at Natura
New service cell - Natura Consultant Experience
The first implementation of Dynatrace allowed Natura to automate the performance monitoring processes of the entire application delivery chain, with the ability to monitor business transactions 24 hours a day, seven days a week. Dynatrace dashboards enable a detailed assessment of applications and infrastructure from the perspective of end users.
In the first month of the cell's implementation, in 2014, 50% of the problems encountered by users began to be solved immediately at the moment of interaction. The other flaws, normally linked to internal procedures, also began to be resolved more quickly, due to accurate diagnoses. "The feedback from the consultants has been the best possible. Before, Natura had a reactive posture for these situations and, now, we have a greater attention to your needs", said Filipe Jaske, Natura's IT manager, Filipe.
Natura Network e-commerce solutions
Another example of Dynatrace's activity is the e-commerce platform used by Natura Digital Consultants: the Natura Network, launched in 2014 to directly serve customer purchase orders on the web. The monitoring made by Dynatrace software allowed the remodeling of the entire system interface, raising the user satisfaction index from 60% to 90%.
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