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From Reactive Operations to Proactive E-Commerce Performance
A national franchise network with more than 23 million monthly e-commerce sessions often learned about platform defects from end users. The DORIAN Group evaluated monitoring platforms, implemented a unified observability environment, and helped the organization move from after-the-fact response to earlier intervention.
Client
National Franchise Network
Services
Unified Platform Monitoring
On This Page
The Challenge
Our Approach
The Outcome
The Challenge
Rapid e-commerce growth had increased the stakes for platform stability. Regular outages and a large defect backlog created customer friction and hundreds of thousands of dollars in lost revenue, while the scale of the infrastructure made it difficult to know when issues began.
Defects crossed Site Reliability, Product Management, and Engineering. Teams had trouble identifying root causes and coordinating a response, and half of the issues were discovered only after an end user reported them.
With an infrastructure as big as ours, it was impossible to know all the issues and incidents when they occurred. And when we did find an issue, half the time we discovered it after the fact because an end user had reported it to us.
Client stakeholder · National franchise network
Our Approach
Define Visibility Across Teams
The DORIAN Group gathered requirements across the organization to understand how teams monitored, triaged, and resolved production issues. The work focused on the operational gaps between departments, not just on selecting a tool.
Evaluate The Right Platform
The team ran a multi-vendor proof of concept and helped the organization select DataDog as its application monitoring platform. The DORIAN Group then managed the implementation across the e-commerce organization.
Standardize Detection And Triage
The new environment brought teams into consolidated dashboards with custom alarms and synthetic monitoring. Standardized priority designations created a clearer path from detection to diagnosis and resolution, while synthetic checks surfaced user pain points before they became major disruptions.
Discover
Gathered requirements across Site Reliability, Product Management, and Engineering to map the full problem.
Evaluate
Conducted a multi-vendor proof of concept and selected DataDog as the monitoring platform.
Implement
Deployed unified dashboards, custom alarms, and synthetic monitoring across the e-commerce organization.
The Outcome
Mean time to recovery dropped 60%, and defect resolutions consistently exceeded new creations within weeks. The organization gained earlier visibility into problem areas, and customer satisfaction improved alongside a significant increase in mobile app ratings.
The client now sees problem areas as they arise 90% of the time and can act before issues become larger production disruptions.
DataDog brought in so many improvements. Through our work with The DORIAN Group, we now have complete visibility on our issues and the capability of being proactive rather than reactive. Now, 90% of the time, we see problem areas as they arise and can act on them immediately. It's been a tremendous asset to our team and we've seen huge improvements across the board.
Client Stakeholder · National Franchise Network