Dialing into full-stack observability with a single dashboard
Numbers mean a lot at 2xConnect. It makes sense; there are about 1,000 agents making calls every day using the platform, and partners like ZoomInfo help deliver on the company’s promise to enable twice the number of conversations with prospects around the globe.
So it was imperative for the different teams at 2xConnect to see into the company’s data — all of it. “The numbers we look at are extremely important,” says Chief Technology Officer Sushant Prasad. “Any time KPIs are impacted, our business is impacted and our customers are impacted. We have attrition and loss of confidence.” With Splunk Observability Cloud, the team was able to create a single dashboard to see all those numbers. Not only log alerts, security-related monitoring and a real-time view of the agents’ call systems — but also business KPIs, so both leadership and operations teams could view a single source of truth for their business data.
“To build our own solution like what Splunk has would take someone too long. We wouldn’t have been able to do it with a company our size,” Prasad says. “But we completed the Splunk dashboard in three or four days thanks to out-of-the-box templates.”
The out-of-the-box templates weren’t just easy to build and add onto, they were easy to use. Such clarity made issues simple to spot, such as when just three days into using Splunk, CEO Manish Panjiar noticed an odd drop in the number of initiated calls that were taking place. The engineering team was able to detect a bug in the code that had been impacting 2xConnect for at least nine months, reducing revenue all the while. “Without Splunk’s dashboard and the full-fidelity data, we wouldn’t have even realized the problem existed,” Prasad says. But they were able to detect and resolve the problem, a fix that improved revenue conversion by 20%.