A Burdened Team
To ensure viewers obtain real-time information about order status and merchandise availability when they call, JSC requires seamless collaboration between its call center, studio and production control room. After JSC launched an e-commerce site to support its omni-channel initiative, the IT staff faced increasing workloads, especially in failure investigation.
JSC adopted Zabbix, a software tool for detecting system errors. Yet Zabbix couldn’t effectively handle disparate data sources across multiple servers and operational silos. “We had to check our servers one by one,” says Takuya Namiki of JSC’s Omni-Channel Promotion Department. “The IT team also had to manually correlate access logs and application logs before they could analyze failures. It was challenging because our policy is to respond to every customer inquiry within one working day.” To maintain its commitment to providing an exceptional customer experience, JSC adopted Splunk.