At Liberty, information technology plays a central role in the organisation, from transactional systems that support internal functions, to customer facing websites and mobile apps that help it to deliver asset management, investment, insurance and health products. To improve service delivery, and with it, the digital experience of hundreds of thousands of Liberty customers, the team turned to Appcentrix, a South African specialist in application performance management and IT operations. In turn, Appcentrix deployed ExtraHop to provide real-time streaming analytics that help Liberty proactively detect issues, improve mean time to resolution (MTTR), and provide strategic visibility over long-term development programs.
“ExtraHop, as delivered through the Appcentrix application performance managed service, provides an unprecedented level of visibility across our technology stack,” said Nick Truran, Head of IT Operations at Liberty. “It has helped us improve performance from the network to the application tier, and allowed us to centralise visibility within the technology domains in order to better meet the needs of the business.”
With ExtraHop and Appcentrix, Truran and his team are not only improving performance management from the network to the application layer, but they are transforming the way the organisation operates. According to Truran, the ability to rapidly identify and determine the root cause of any issue happening within the environment is helping to break down complex process silos and centralise operations. It’s even improving the responsiveness of the helpdesk team.
“Liberty understands that digital experience now plays a central role in customer satisfaction,” said Raja Mukerji, Chief Customer Officer at ExtraHop. “With Appcentrix and ExtraHop, they now have both the deep domain expertise and the sophisticated performance analytics capabilities critical to delivering that experience to their customers.”
