Swarovski sparkles after solving IT bottleneck

The cut crystal giant has boosted performance for customers and employees alike.

Company profile

For over 100 years, family-owned and independent brand Swarovski has established itself as the world's leading producer of cut crystal, genuine gemstones and created stones. Headquartered in Austria with an annual turnover of 2.7 billion (2.3 billion), a number of the Swarovski Group of companies operate nearly 2,000 owned and franchise boutiques around the world, as well as an international e-commerce offering.

Nowadays we can go straight to the right team to find a solution. That means we are much faster at finding the solution, as well as the problem, in addition to communicating better with other groups.

Situation

Having built its web presence over a number of years, Swarovski was finding it difficult to pinpoint bottlenecks in its IT infrastructure that were affecting its performance, not only for internal end users, but also for some of its customers. 

The problem became most apparent during the busiest seasonal times of the year, like Valentine's or Mother's Day and Christmas, when Swarovski tends to have peaks in demand on its e-commerce site. Any loss of performance during these business-critical periods risks the company losing out on potential sales if the page loading and other site functions are not running at their optimal speed.

It was proving difficult for Swarovski's IT team to pinpoint where issues could be affecting the performance of its web systems, which led to it also being a time-consuming process. Ren Neubacher, senior technology consultant at Swarovski, told IT Pro: "Users were saying that the site is slow. 

"While we were developing new code, we didn't know if it was this, some other components on the site or the network, for instance, slowing it down." As such, the company wanted to improve its ability to monitor this crucial area of its IT infrastructure, which underpinned a fast-growing part of its business, in order to improve performance for end users and customer satisfaction levels.

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