Automotive Retail Giant Canadian Tire Rolls on with NETSCOUT

 

NETSCOUT nGeniusONE Platform Bolsters Canadian Tire’s Digital Services with Business Assurance

 

Customer Profile

Founded almost a hundred years ago in 1922, and headquartered in Toronto, Canada, the automotive retail giant exceeds over $12 billion a year in revenue and has five subsidiaries, 490 stores and 58,000 employees. As Canada’s largest retailer, 40 percent of all Canadians shop at a Canadian Tire every week. Canadian Tire is a publicly traded company on the Toronto Stock Exchange.

Canadian Tire’s IT Challenges

As Canada’s premier retail chain with a mission to “connect Canadian communities,” 90 percent of all Canadians are only a 15-minute drive away from a Canadian Tire store. The company sells not only automotive products and services but also tools and hardware, sporting goods, apparel, housewares and even food in some locations. Its innovative customer loyalty program, which is the oldest such program in Canada, utilizes a proprietary currency that has over $1 billion in circulation (both off and online), paying out over $100 million to customers annually.

With such vast business operations, it is incumbent to have a smooth running IT infrastructure and Canadian Tire is no exception. With sales operations literally spanning the entire country, the company required a Business Assurance (BA) solution that would allow it to understand network capacity utilization so they could plan for the future based on past trends. But it also needed to proactively triage IT issues and assure a flawless end-user experience.

Canadian Tire Slashes Business Risk 80-100%The company needed rich and data-driven contextual analysis for its multi-tier business-critical applications and digital services including Unified Communications (UC). In addition, Canadian Tire needed to achieve strategic business goals by continuously measuring the performance of its IT infrastructure from the edge to the backend servers and databases. Canadian Tire has come to be known as the standard bearer for timely and trouble-free customer service by its loyal customer base so reducing service degradations and minimizing business risk associated with Digital Transformation became a prime priority. Proactively identifying and quickly resolving the root cause of performance problems throughout its service-delivery infrastructure was – and still is – how the uber-retailer can innovate with confidence.

The company knew it needed a scalable service assurance platform that provided unrestricted end-to-end visibility to control business outcomes in their highly complex and agile software-delivery environment. The IT professionals within the organization understood the most effective way to assure digital services is by the continuous monitoring and real-time analytics of data flowing over its infrastructure.

Accordingly, the company investigated and tested several vendors in order to solve its critical service assurance challenges in their digital enterprise including Riverbed, SolarWinds, Gigamon and NETSCOUT. After a rigorous proof of concept, Canadian Tire chose NETSCOUT’s nGeniusONE® Service Assurance platform with its InfiniStream® appliances.

Business Assurance with NETSCOUT

Powered by its patented Adaptive Service Intelligence™ (ASI) technology, the NETSCOUT nGeniusONE Service Assurance platform provides a comprehensive, scalable and unified approach to managing and monitoring the mission-critical IT infrastructure. Its efficient, top-down performance monitoring is comprehensive and complete, spanning across even the most complex network, service and application tiers. By providing pervasive, end-to-end operational visibility of real-time traffic across virtual, physical and hybrid service-delivery environments, NETSCOUT nGeniusONE enables organizations like Canadian Tire to address inevitable IT operational issues.

The result of such pervasive, comprehensive visibility across the IT infrastructure is expedited service triage. By proactively detecting service degradations in real-time, MTTK and MTTR are rapidly accelerated. The NETSCOUT InfiniStream appliances powered by ASI technology collect, aggregate, correlate and contextually analyze the collected IP traffic data and then convert it into metadata. This metadata is made visual by the nGeniusONE platform and provides meaningful and service contextual views and intuitive top-down workflows to troubleshoot performance issues.

Canadian Tire’s Results Using NETSCOUT nGeniusONE

According to Allyson Estrellas, an IT professional at the company, she confirms, “NETSCOUT solutions enable superior business insights and decision-making by harnessing the full power of IP Intelligence.” Moreover, using the nGeniusONE Service

Assurance platform, Canadian Tire has gleaned tremendous results. In fact, according to Estrellas, the payback period on the company’s investment was only zero to three months concerning the following benefits:

  • Improved customer experience
  • Enhanced operational efficiencies
  • Support and implementation for new business models (such as Digital Transformation initiatives)
  • Increased collaboration

Other specific results the company derived include reducing business risk and improving service performance by 80-100 percent.

Perhaps most tellingly, Canadian Tire rated NETSCOUT’s Business Assurance solution as “Best in Class” across the board for its Unified Communications and Collaboration (UC&C) functionality and performance monitoring support for the virtualized IT infrastructure including their data center. The nGeniusONE platform was also rated as best in class for monitoring continuous application delivery environments and end-to-end visibility for IoT infrastructure (edge, core and cloud).

Estrellas summed up Canadian Tire’s experience with NETSCOUT nGeniusONE most conclusively when she certified, “NETSCOUT solutions help solve challenges related to the complexity of managing digital services at scale and high speed of change. In doing so, NETSCOUT provides Business Assurance by effectively collecting, organizing, analyzing and visualizing superior data.”

Summary

Canadian Tire needed to achieve strategic business objectives by monitoring the performance of its applications, services and infrastructure. By deploying NETSCOUT nGeniusONE to harness IP intelligence found in its massive enterprise IT environment, the well-respected retail giant has not only reduced business risk but improved customer experience. When it comes to Digital Transformation, business impacting service degradations or outages are the chief concerns for the IT team, but with the robust service triage capabilities of NETSCOUT nGeniusONE, the company was able to achieve a wide array of benefits including continuously measuring the performance of services and infrastructure to identify potential problems and plan for the roll-out of new applications. By using smarter data and superior analytics from NETSCOUT, Canadian Tire makes the complex simple. The nGeniusONE platform has helped Canadian Tire achieve superior insights and enhance strategic decision making for their large, highly agile business.

Are your employees, customers, and business partners truly enabled and empowered by Digital Transformation? Download the research paper, Insight Into Everything: The Criticality of a Business Assurance Platform for Digital Transformation.

 


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