PRZOOM - /newswire/ -
Amsterdam, Netherlands, 2007/08/01 - UXtechnology, leader in user experience management solutions, today announced that ADP Netherlands, market leader in payroll processing, has selected UXinsight to improve the performance of their Web-based applications and customer satisfaction.
ADP Nederland offers a completely web based suite of applications which makes performance and availability a key factor in service quality. Paul Wildeboer, Manager Webhosting: “We used to measure the number of concurrent users and estimated the required capacity based on these data. However, following a Dutch legislation change took place, making our clients spend much more time online entering their payroll data, and it turned out that this kind of performance monitoring didn’t do the job any more! Performance levels dropped big time and customer complaints increased. Resulting in high pressure on the support desk and angry clients and business management. Clearly we had to start looking for an application performance monitoring solution.”
Wildeboer; “Our first thought was to implementing a synthetic tool, a robot that visits the application every 5 minutes. However, this would be just a simulation and we still wouldn’t have any information on how real customers experience the use of our online applications. Besides this, the business, always looking for possibilities to improve customer service and differentiate us from our competitors, wanted to be able to report individual customers on mutually agreed SLAs.” To satisfy these needs ADP selected UXinsight, UXtechnology’s user experience monitoring tool.
Based on predefined key performance indicators (KPI’s) ADP will monitor end-to-end response times, quality of service, and proof of delivery aspects. In case of technical or functional error messages UXinsight immediately alerts. This makes ADP aware of problems before customers start to complain relieving the pressure on the Support desk. The dashboard in UXinsight is extremely important for ADP. ADP configures thresholds and gets alerted when performance problems occur. Because UXinsight can replay the bottlenecks ADP’s customers experience, their service desk can quickly solve any problem when a client calls in.
UXtechnology (uxtechnology.com) is part of the Moniforce Group. Moniforce is the leading European provider of IT solutions designed to turn online data into business metrics, enabling customers to determine the success of their mission-critical web applications and online initiatives. Forrester Research recently called Moniforce a leader in the end-user experience monitoring market and stated: “Moniforce offers a world-class suite of Web application management solutions. Her affiliate UXtechnology markets a repackaged version of its appliance product as UXinsight. Moniforce’s appliance based end user experience monitoring solutions form a key element in managing service levels and supporting mission-critical Web applications.”
The solutions are implemented in numerous leading European enterprises and public organizations as KLM, ING, ADP, HRS, T-Mobile and World Directories/Golden Pages.
ADP Netherland is part of Automatic Data Processing Inc, one of the largest providers of payroll processing services in the world with over $7 billion in revenues and more than 570,000 clients. Worldwide the company processes the pay slips of over 32 million employees. Over a million of these, coming from 8.000 clients, are done by ADP Netherland which makes the company leader in the Dutch market.