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"In retail, we don't have enough time to resolve if there is an order failure, so we need to know that immediately, and that's what Serverless360 is doing for us."

Jari van den Munckhof
Product Owner, Jan Linders

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90%

efficiency in monitoring

80%

improvement in resolution time

85%

increase in CSAT

About Jan Linders
  • Jan Linders Supermarkets is the biggest supermarket chain in the Netherlands
  • They have 63 branches, all in the Southeast Netherlands
  • Founded in the year 1963 and headquartered in New Bergen
Industry
Retail
Outcomes Derived
Reduced Resolution Time
Identify and resolve issues up to 80% faster
Faster innovation
Reduction in manual problem analysis
Shift Left Support
Enabling the support team frees up experts to innovate
Real-time answers
Actionable data drives strategic decisions
Greater efficiency
Precise root cause analysis eliminates manual toil

Longer resolution time affects fast running retails

The pace of transformation has accelerated across the retail industry in recent years, as the entire retail sector has been increasingly digitalized. Jan Linders was finding itself in increasing competition with other retailers that had made an earlier step into the cloud. It realized it needed to transform its business to stay competitive.

Jan Linders developed an Azure environment integrated between an on-premise deployment and Microsoft Dynamics. In Azure, they have a lot of Logic Apps and Service Bus queues. As this environment grew in complexity, it became more challenging to monitor and pinpoint the causes of performance problems, potentially resulting in a longer resolution time. Jan Linders needed a solution that could help it to keep on top of its performance, so it could continue providing hassle-free service to its customers.

“We have a lot of Logic Apps and Service Bus queues inside Azure, and monitoring it is the most critical part for us.”

Quick problem solving with Serverless360

The IT team was constantly reactive when resolving problems and had little visibility into why or where the issues were occurring. Jari, the Product Owner, adds, “We were fishing in the dark as we couldn’t get into the guts of the retail platform and see what was going on inside. It was challenging and time-consuming to find and fix the cause of problems, which became stressful and demoralizing for the IT team.”

The Azure portal successfully built the solution, but as the usage increased, so did performance and reliability issues. It was evident that the IT team needed detailed performance monitoring data that went beyond the norm. Serverless360 was the only solution that could offer the granularity Jan Linders was looking for.

“In retail, we don’t have enough time to resolve if there is an order failure, so we need to know that immediately, and that’s what Serverless360 is doing for us.”

Jari also added that, in general, Serverless360 helped them understand the state of resources in Azure and how they can act on it, which was the primary need for a retail business.

“Serverless360 is compact, and Azure can be frustrating, showing you all the resources and states. But with Serverless360, you have one overview of all your resources, giving you peace of mind.”

  • Precise root-cause analysis – Serverless360’s proactive monitoring allowed Jan Linders to maintain the health status of the resources and continually provide clear root causes to potential problems before they impact customers.
  • Improved business outcomes – The operational intelligence and precise answers from Serverless360 have enabled Jan Linders to identify issues in real-time. As a result, its IT teams have been able to shorten the mean time to resolution.
  • Operational Excellence – Serverless360’s highly automated approach means Jan Linders team can instantly and continuously discover and the process failed Service Bus messages with no manual configuration.
  • Intelligent Automation – Jan Linders found Serverless360 to help spot the reason for a failure which led them to delve straight into the affected Service Bus queues and rectify the issue.
  • Shift Left support – Serverless360 helped Jan Linder delegate support to the operations team and allowed their Azure experts to innovate.
“The whole Serverless360 team is very responsive. We did not understand why a quarterly health check was required; we just thought it was free, and let’s say yes. But it’s beneficial because we are very busy with our projects, and we don’t think about optimization. When we have the quarterly call, they help us in optimizing the usage of the product, which is very helpful”, says BLANCHON Pierre

Jari van den Munckhof

Product Owner, Jan Linders