Arriva 改善客户的数字旅程并提高在线转化率
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- Dynatrace (Digital Experience Monitoring)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
技术
- 分析与建模 - 实时分析
适用行业
- 运输
适用功能
- 销售与市场营销
- 商业运营
用例
- 实时定位系统 (RTLS)
- 公共交通管理
服务
- 数据科学服务
关于客户
Arriva 是英国领先的公交运输提供商之一。该公司认识到数字渠道对于满足客户出行需求的重要性，并致力于打造全渠道体验。这将使客户能够以多种方式购买车票和规划行程。在疫情期间，Arriva 加快了其新应用程序和网站的推出速度，以确保客户安全出行，并使数字化成为其出行体验的核心。该公司希望维护其作为交通行业数字领导者的声誉，并通过在线渠道提高整体留存率和转化率。
挑战
英国领先的公交运输提供商 Arriva 认识到数字渠道对于满足客户出行需求的重要性。他们的目标是创造全渠道体验，让客户能够以各种方式购买车票和规划行程。在疫情期间，Arriva 加快了新应用程序和网站的推出速度，以确保客户安全出行，并将数字化作为其出行体验的核心。然而，他们面临着一项挑战，即如何深入了解应用程序的前端，以便实时发现问题并找到精准的解决方案。传统的监控解决方案无法提供对真实用户体验的洞察，因此很难识别影响网站转化率的问题。
解决方案
为了实现无缝的用户体验，Arriva 与 Dynatrace 合作，从用户的角度监控其应用程序的性能，并实时了解他们遇到的问题。Arriva 被 Dynatrace 平台能够发现的深度信息以及其业务洞察团队提供的无与伦比的帮助所吸引。Dynatrace 不断自动识别手动方法无法发现的改进领域。例如，Dynatrace 发现了一个后端问题，该问题大大增加了页面加载时间，导致客户放弃数字交易。业务洞察团队还发现了一个前端问题，该问题导致客户在搜索路线和机票时感到困惑，从而导致转化率非常低。
运营影响
数量效益
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