Digital Mastery & Joy at Panera Bread [Webinar Replay]

Digital Mastery & Joy at Panera Bread

klaus-enzenhofer

@kenzenhofer

Prashanth Karre

Director Performance Engineering,

Panera Bread

Klaus Enzenhofer

Director Technology Strategist, Dynatrace

Digital Mastery

Today mobile is just a fact!

Single Day 2016

Marriott Mobile App

Book Travel Check-In Service

12-01-2011IAR - Version 0.91

5

6

The digital Raptors are already out there!

Biggest challenge for Digital Customer Experience

IDG Research: April 2017 - http://www.computerwoche.de/a/digitale-kundenbeziehung-keine-halben-sachen,3330524,2

Data silos (department specific databases, missing integration of data sources,...)

Poor data quality

Missing coordinated process between departments

Redundant data

Didn’t we just break the silos with DevOps

Dev Perf/Test Ops

Faster Innovation with Quality Gates

Faster Acting on Feedback

Unit Perf

Cont. Perf

New DeployCI CD

Triage/Optimize

Update Tests

Innovate/Design

Digital Touchpoints:Mobile App

Desktop WebKiosk App

PoS-SystemVoice Interfaces (Alexa,...)

Rich Client App

Locations:Vienna, Austria Store Salzburg

Checkin Terminal A FRAConstructionside ABC, India

Device:Mobile

Mobile BroswerKioskATM

Car Entertainment System

…what does that mean to our DevOps approach

Mobile App

Web App

Kiosk App

Marketing Analysts

Executives

Search Engine Optimization

Security team

Buisness Analytics

Fraud Detection

UX-Designer

App Owner

CxO

Customer Service Team

Are we making MONEY with Max?Which digital touchpoints is MAX using?

Digital Touchpoints:Mobile App

Desktop WebKiosk App

PoS-SystemVoice Interfaces (Alexa,...)

Rich Client App

Silo #4

Silo #3

Silo #2

Silo #1

Are we making MONEY with Max?Which digital touchpoints is MAX using?

System Availability Errors PerformanceBusiness Result

System Availability Errors PerformanceBusiness Result

System Availability Errors PerformanceBusiness Result

System Availability Errors PerformanceBusiness Result

Which digital touchpoints is MAX using?Are we making MONEY with Max?

© 2014 Panera, LLC - Proprietary and Confidential

Getting it Done… Executing with optimism, mastery, and speed.

Digital Mastery & Joy @ Panera

Prashanth Karre

Director, Performance Engineering

Page 18 | © 2014 Panera, LLC - Proprietary and Confidential

Panera 2.0 /1.0 - The Desire to Friction Ratio

FrictionDesire /

In the Past ……..

Page 19 | © 2014 Panera, LLC - Proprietary and Confidential

Panera 2.0 is Ready ..

Present ….

Page 20 | © 2014 Panera, LLC - Proprietary and Confidential

Reducing Friction within the Cafe

Rapid Pick-Up Vision

Self-Serve Kiosk – Reduce the Line

Table Delivery – Avoid the “Mash Pit”

Panera 2 You – Small & Large Order Delivery

Panera Delivery – Avoid the traffic

Customer Care – Centralize Phone Calls

Page 21 | © 2014 Panera, LLC - Proprietary and Confidential

Panera 2.0 - Usage Stats

2024* Stores across US and Canada

Total Order placed via Digital platform - 25%

Total App Downloads -Nearing 4.5m

Total Kiosks in-Store - 3918 (744 Cafes)

* As of September 2016

Page 22 | © 2014 Panera, LLC - Proprietary and Confidential

Panera 2.0 Focus …

Devices

– Mobile

– Mobile Web

– Kiosk

Back of House

• iCafe- Forecasting- Labor- Food- Cash- Reporting

Digital Touchpoints

– Mobile App

– Desktop Web

– Kiosk App

– Pos-System

Page 23 | © 2014 Panera, LLC - Proprietary and Confidential

Customer view Datacenter

APM Architecture

Retail Web

Catering

DB

Dynatrace• DB• JVM• Health of Server• Define SLAs

vCOPs• VM Status• Cluster/Host Status

OEM• Oracle Database

Manager

SRM EMC Storage Resource Monitoring Suite

ALERTS and NOTIFICATIONS: Need to Define Recipients for Alerts and Process for Resolution

SolarWinds• Network

Connectivity Up/Down Status

Backbone

Dynatrace• APM: Application

Performance Management

• Root Cause Analysis • Fault Domain Isolation• Synthetic Monitoring

Systems Management Tools: Infrastructure

UEM(Real User Monitoring)

Formerly UEM: User Experience Monitoring+ Synthetic Monitoring

Mobile

Akamai / Panera

Dynatrace Synthetic• Synthetic Transaction Monitoring• Quickly Determine where issue resides

• Backbone• Last Mile• Datacenter (DynaTrace for drill down)

splunk Log Monitoring and Unstructured Data (e.g. Akamai logs, server logs, etc.)

CRASHLYTICS

Page 24 | © 2014 Panera, LLC - Proprietary and Confidential

Let‘s get everyone a slice of DynaBread!

Mobile DeveloperOperatorsExecutive Team MarketingPerformance Engineering

Page 25 | © 2014 Panera, LLC - Proprietary and Confidential

The Executive Slice

Page 26 | © 2014 Panera, LLC - Proprietary and Confidential

User Experience Master View – Retail Web

• User Experience Index

• Bounce Rates

• Conversion Rate

• Omni-Channel Visits

• Geo-Location KPIs

• Landing/Exit Analytics

Page 27 | © 2014 Panera, LLC - Proprietary and Confidential

The Ops Slice

Page 28 | © 2014 Panera, LLC - Proprietary and Confidential

• Customer Satisfaction Level

• Alerts and Diagnostics

• Hogging Threads to Customer Satisfaction Level

• User Action response times

• Active User Visits

IT Operators

Page 29 | © 2014 Panera, LLC - Proprietary and Confidential

The Mobile Developer Slice

Page 30 | © 2014 Panera, LLC - Proprietary and Confidential

Kiosk App Performance Overview

• Kiosk Visits

• Kiosk Spinning and

Crashes

• Load Testing results

• Average user action

• Transaction Response

times

Page 31 | © 2014 Panera, LLC - Proprietary and Confidential

Mobile & Web Performance Test Results:

• Website rankings

• Page size

• Third party

contribution

• Page response

times

Page 32 | © 2014 Panera, LLC - Proprietary and Confidential

Performance Engineering Slice

Page 33 | © 2014 Panera, LLC - Proprietary and Confidential

• Backend

Response Times

• Error Rate

• Transaction Rate

• Server Utilization

• Synthetic

Transaction

Performance Engineering

Page 34 | © 2014 Panera, LLC - Proprietary and Confidential

MarketingOps Slice

Page 35 | © 2014 Panera, LLC - Proprietary and Confidential

CDN & 3rd Party Performance – Retail Web

• 3rd Party Performance

• User Behaviors Data

Page 36 | © 2014 Panera, LLC - Proprietary and Confidential

• Understanding Conversion Rate by Channel

• Understanding Bounce Rate pattern

• Understanding StockoutRate

Marketing Slice

Page 37 | © 2014 Panera, LLC - Proprietary and Confidential

Marketing

Page 38 | © 2014 Panera, LLC - Proprietary and Confidential

If you want to be successful with Digital Transformation or if you just want to remove friction for your customers – be aware you ALSO have to remove internal friction & data in Silos by having

Stewardship of the data

Panera 2.0: An Omni-Solutionenabler of the “Food as it should be” experience

Key to Success … In The Digital Transformation Era

Page 39 | © 2014 Panera, LLC - Proprietary and Confidential

Thank You

Thank You!

klaus-enzenhofer

@kenzenhofer

Prashanth Karre

Associate, Sr. Manager – DBA,

Performance Engineering, Panera

Klaus Enzenhofer

Director Technology Strategist, Dynatrace

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