Customer Overview
A leading retail enterprise specializing in gold and diamond jewelry, with 200+ stores nationwide, recently migrated from an on-premise POS system to a cloud-based POS application to enhance scalability and efficiency.
The Challenge
After migrating to the cloud, the retailer began experiencing slow application response times during high footfall days. Store staff reported delays in processing transactions, leading to frustrated customers and lost revenue opportunities.
Key Issues Faced:
❌ Unclear Root Cause – The application team blamed the network, while the network team blamed the application, leaving the CIO caught in a blame game.
❌ Lack of Visibility – There was no way to pinpoint whether the issue was with the store network, carrier network, or the cloud-based POS application itself.
❌ Business Impact – Store operations were disrupted, leading to slow checkouts, poor customer experience, and potential revenue losses.
The LinkEye Solution
The CIO turned to LinkEye for a deep visibility solution that could provide real-time insights into the entire application experience, from each store all the way to the cloud application server.
How LinkEye Helped:
✅ End-to-End Application Experience Monitoring – LinkEye provided real-time visibility into the performance of the POS application from each store to the cloud.
✅ Pinpointed Network Delays – LinkEye’s carrier network analysis accurately highlighted latency issues within the ISP’s infrastructure, confirming whether the network was at fault.
✅ Identified Application Slowdowns – LinkEye monitored the POS application response times and revealed that the application server was sometimes responding slowly, independent of network performance.
✅ Eliminated the Blame Game – With clear RCA (Root Cause Analysis), the retailer swiftly engaged the right teams—whether it was the ISP or the application team—to fix the actual problem instead of guessing.
The Business Impact
40% Faster Checkout Times – Stores processed transactions faster, reducing customer wait times.
Improved Uptime & Reliability – With real-time insights, POS application performance stabilized, ensuring seamless operations during peak hours.
Data-Driven Decision Making – The CIO and IT teams now had a single source of truth to diagnose performance issues and prevent future disruptions.
Conclusion
With LinkEye’s AI-powered visibility and RCA capabilities, the retail enterprise eliminated guesswork, improved transaction speeds, and enhanced customer experience. Today, their cloud-based POS system runs efficiently across all 200+ stores, without network ambiguity or operational disruptions.
Want to experience the same level of clarity and control? Request a Demo today!
